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.

1. Define Criteria:

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:

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.

You can then select a date range, and the following window will be displayed.

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

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

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

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

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

Insert

Memo: Insert a memo into a request.

Attach File: Add an Attachment.

Rating: Provide an Approval Rating for this request. This option will only be available when a closed request is selected.

Change Property

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

Queue Folder: Forward this request to a Queue folder.

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.

Dispatch: Move this request to In Dispatch.

Close: Close the request in view.

Schedule

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

Urgency: View the urgency of a request as set by the requester.

Priority: Set the internal priority of this request.

Edit Memo

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

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

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

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

User: View User Properties.

Organizational Unit: View Organizational Unit Properties as well as users in this organizational unit.

Company: View Company Properties as well as users in this company.

History

User: View the User's Request History or the User's Contact History.

Organizational Unit: View the Organizational Unit's Request History or the Organizational Unit's Contact History.

Company: View the Company's Request History or the Company's Contact History.

Search

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

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

This section allows you to view all memos created by a specific user.

4. Contact History Details

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.

See Also:

User Request History

Company Contact History

Organizational Unit Contact History