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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:

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

Figure: Appointment List
Note
title Note:
The Analysts can click any Appointment and assign an Analyst from the selected Kiosk. The past Appointments, which are not yet started can be assigned to the current time.
Select the Kiosk and Date for which you want to view Appointments.
Click the Appointment to perform an action.

Figure: View Appointment pop-up page

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title	Details 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

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title	Resolution 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.

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title	Attachments Tab

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

To book an Appointment for an End User:

On the APPOINTMENT LIST page, click NEW APPOINTMENT.

Figure: New Appointment pop-up page
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.

Field Description

The following table explains the fields on the pop-up page for booking a new Appointment.

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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Versions Compared

Old Version 2

New Version 3

Key

Service Management Help

To view and manage Appointments:

To book an Appointment for an End User:

Field Description

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