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Service Management Help

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The Analysts can view and manage all the Appointments booked for their Kiosk. An Analyst can assign the Appointment to his name, change the time of an Appointment, or create an Appointment on behalf of the End User.

To view and manage Appointments:

  1. Select IT Clinic > User > Manage Appointments > Appointment List. The APPOINTMENT LIST page is displayed.


    Figure: Appointment List

    Note
    titleNote:

    The Analysts can click any Unassigned Appointment and assign an Analyst from the selected Kiosk. The past Appointments, which are not yet started can be assigned to the current time.

  2. Select the Kiosk and Date for which you want to view Appointments.
  3. Click the Appointment to perform an action. 


    Figure: APPOINTMENT DETAILS pop-up page


Expand
titleDetails Tab

You can perform the following actions from the Details tab:

  • Assign To: Select an Analyst in the drop-down list and click SUBMIT to assign the Appointment to the selected Analyst.
  • Assign Now: Select this check box to assign a future Appointment in the current time slot.
  • Create an Incident: You can create an Incident for resolving the issue mentioned in the Appointment. Click  to create the new Incident. The Symptom and Description for the Incident is populated from the Appointment.
  • Create a Service Request: You can create a Service Request for resolving the issue mentioned in the Appointment. Click  to create the new Service Request.
  • Reschedule an Appointment: You can reschedule an Appointment. Click  to reschedule an Appointment.


    Figure: APPOINTMENT DETAILS page

  • Join Microsoft Teams Meeting: Click this link to start the meeting via Microsoft Teams. For more information, see Starting Meeting Using Microsoft Teams.
  • Chat History: Click this to view the chat history in a pop-up.
Expand
titleResolution Tab

You can either cancel or close the Appointment from the Resolution tab. Select the appropriate action in the drop-down list, type in the required information in the Remarks field, and click SUBMIT.

Expand
titleAttachments Tab

You can view the attachments uploaded by the users in the Attachments tab.

To book an Appointment for an End User:

  1. On the APPOINTMENT LIST page, click NEW APPOINTMENT.


    Figure: New Appointment pop-up page

  2. Fill in the required information, select the date and time, and click SUBMIT to book an Appointment on behalf of the End User. For more information about the fields, see Field Description.

    Note
    titleNote:

    Once the appointment is booked, Join Microsoft Teams Meeting link is generated as shown below. Click Join Microsoft Teams Meeting link to initiate the meeting. For more information, see Starting Meeting Through Microsoft Teams.


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Field Description
Field Description
Field Description

The following table explains the fields on the pop-up page for booking a NEW APPOINTMENT pop-up.

Field

Description

On Behalf Of

Select the name of the End User for whom you want to create an Appointment.

Assigned To

Select the name of the Analyst to whom the Appointment has to be assigned.

Appointment Date

Select the date in the drop-down list.

Appointment Time

Select the time slot in the drop-down list.

Symptom

Type in the symptom of the issue.

Description

Type in the details about the issue for which the Appointment is booked.



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