User Contact History
Overview:
A contact history is a chronological view of all of the
recent contact with a particular user. For example, it is possible for me
to review a history of all of the user's recent contact in chronological order
even if the contact is spread across several requests.
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1. Define Criteria:
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Define search criteria to obtain a listing of users whose
contact history you wish to view. Search by Name, Company, Organizational
Unit, Telephone, etc.
2. User Listing:
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This section displays search results of users searched
for. Each user listed will display the name, telephone (if entered),
extension (if entered) and fax number (if entered).
Viewing a User Contact History
To view a contact history of a user under the History
Group - Click "Contact", and select "User Contact History" from a pop-up
menu.
This will display a "Find" window that allows you to
choose a user.
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You can then select a date range, and the following window
will be displayed.
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Note: The user contact history is very similar to a
User Request History, except that it displays a line item for each memo entered
in the selected date range. All memos in the user’s requests are shown,
including any trace memos.
This window contains 4 different areas.
1.The Ribbon Toolbar
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The ribbon toolbar will present several tabs with varying
options to address requests in the User Contact History window.
Contact History View Tab
Contact History List Parameters
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- Date Range: This section allows you to select
the date range of the memo entries you would like to see. You have the
option to select a From/To date range, or a date range selection such as
yesterday, last week, this year, etc.
Preview Pane
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This section allows you to specify how the Contact History List (grid) and
the Request Details Pane should appear.
- Below: View the Request Details below the Contact
History List.
- Right: View the Request Details in a panel to the
right-hand side of the Contact History List.
- Grid Only: View only the Contact History List grid.
- Recent Updates First: View most recent updates of the
request in the Request Details Pane.
- Chronological Order: View updates to a request in the
order in which they were inserted.
Default Settings
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- Set Current View as Default: Make a customized view
the default view for the User Contact History window.
- Restore System Defaults: Set the default view to the
original system view.
Request Tab
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Insert
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- Memo: Insert a memo into a request.
- Rating: Provide an Approval Rating for this request.
This option will only be available when a closed request is selected.
Change Property
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- Title: Modify the title of a request.
- Requester: Change the user requesting support.
- Request Type: Select a different request type if other
types have been created using User Defined Fields.
- Category: Modify the category of this request.
- Item: Select an asset that this request has been
logged about.
Move To
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- My Service: Move this request to your In Service folder.
- Another Rep’s Service: Move this request to another
Support Rep’s In
Service Folder.
- Close: Close the request in view.
Schedule
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- Begin Work: Specify when this request should be
addressed.
- Due By: Set a Due Date for this request.
- Reminder: Set a reminder for a future date or time.
For more information please see Reminders.
Set Importance
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- Urgency: View the urgency of a request as set by the
requester.
- Priority: Set the internal priority of this request.
Edit Memo
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- Edit Memo: Edit text, time code information or time
worked for existing memos in this request. For more information, please
see Edit Memos.
Automatic Email Update
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- Updates: Turn email updates on or off for this
request.
- To: Select the recipients of the email update.
- Content: Specify whether to send the request history
or the current memo of the request.
For more information please see Automatic Email Updates.
Communication
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- Send Email: Send an email from the request.
- Quick Message: Send a message as part of a thread from
the request. For more information please see Quick Messages.
Recurrence
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- Recurrence: Set a specified date/time or interval for
this request to be created. Recurrence can be used for scheduled tasks
or events that occur on a regular basis.
Lookup Tab
Properties
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History
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Search
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- Request Memo Text: Look for specific text within a
request.
- Project Memo Text: Look for specific text within the
project that this request belongs to. Note that this option will only
appear if the request selected is part of a project.
- Suggested Solutions: Look in your Knowledge Base for
Best Solutions for this request. See Knowledge Management
for more information.
- Request Database: Look for a specific request using
our Advanced Search functionality.
Project Tab
- New Child Request: Add a child request to the selected
request in view.
- Add Folder: Add a folder to organize a group of
requests.
- Merge with Request/Project: Merge the current request
with a project.
- Remove From Project: Remove the selected request for
an existing project. Note that this option will only appear if the
request selected is part of a project.
2. Project Pane
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If the selected request in the request listing is a member of a project, this
project preview pane will appear. Here you can view the project a request
is a part of.
3. Contact History List
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This section allows you to view all memos created by a specific user.
4. Contact History Details
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This section will allow you to view detailed information regarding the
request selected in the Contact History List.
This pane contains two tabs:
- Transaction Tab: Here you will find a listing of the
memos showing all of the activity for the selected request.
- Properties Tab: This section shows you all the general
information about the request depending on the properties selected in display
properties on the Contact History View tab.
Note: An Attachments tab will also appear if attachments have been
made to a request.
Back to top
See Also:
User Request History
Company
Contact History
Organizational Unit Contact History