Logging Service Requests for Other Users Using IVR

Feature released in SummitAI Service Management (Alps SP1 HF02)

What's New?

Now, Analysts can log Service Requests for other users using IVR.

If enabled, the NEW INCIDENT page and the New Service Request for User page accepts telephone number and IVR reference number as the query string. The End User is searched based on the phone number and the user details are loaded on the page. The format of the query string is ?phoneNumber=9845098450.

Figure: New Service Request for User

Select the required Tenant to view the Recent Items pop-up. On the Recent Items pop-up the Analysts can view the Requests and Incidents raised by the End User in last 60 days.

To create a new Incident:

Click Create Incident link on Recent Items pop-up to create a new Incident.

To create a new Service Request:

Select the Category, Sub-Category, and the Catalog for the new SR under the DETAILS section.

Configuration

On the APPLICATION SETTINGS page (Admin > Basic > Infrastructure > Application Settings > under INCIDENT MANGEMENT module), select the check box, Enable IVR Mode on Log Incident and New Service Request for User.

If selected, the following fields are displayed:

Caller Contact Number Attribute ID: Select the applicable attribute that is to be mapped with the IVR systems of the organization. The attribute list is configured under the CUSTOM TAB of the NEW USER DETAILS For more information see, Adding Users, Configuring Custom Tabs, and Configuring Custom Fields for Users.
Caller Contact Number Attribute Name: Type in the Attribute name for the selected Attribute ID. For more information, see Configuring Application Settings.
Unique Call ID Name: Type in the Unique Caller ID name that you want to include in the query string. For more information, see Configuring Application Settings.

Figure: APPLICATION SETTINGS page