About Action Updates

An action date/time is applied to the help desk call, and the status changed to Awaiting Action, when adding an action update.

An email will be sent to all parties at the action date/time applied if the action has not been completed by then and when Email this Update is checked.

The following are examples of action updates:

Awaiting Client Action

Visible to all assignees on the help desk call and an action date/time is applied to the help desk call. An email update will be sent to all parties at the action date/time applied if the email update box is checked and the action has not been completed by then. The help desk call status is changed to Awaiting Action.

Awaiting Client Response

Visible to all assignees on the help desk call and an action date/time is applied to the help desk call. An email update will be sent to all parties at the action date/time applied if the email update box is checked and the action has not been completed by then. The help desk call status is changed to Awaiting Action.

Resolved – Awaiting User Acceptance

Visible to all assignees on the help desk call and an action date/time is applied to the help desk call. An email update will be sent to all parties at the action date/time applied if the email update box is checked and the action has not been completed by then. The help desk call status is changed to Awaiting Action.

Unresolved – Awaiting User Acceptance

Visible to all assignees on the help desk call and an action date/time is applied to the help desk call. An email update will be sent to all parties at the action date/time applied if the email update box is checked and the action has not been completed by then. The help desk call status is changed to Awaiting Action.

Pending Agreed Date

Visible to all assignees on the help desk call and an action date/time is applied to the help desk call. An email update will be sent to all parties at the action date/time applied if the email update box is checked and the action has not been completed by then. The help desk call status is changed to Awaiting Action.

Awaiting Third Party

Visible to all assignees on the help deskcall and an action date/time is applied to the help desk call. An email update will be sent to all parties at the action date/time applied if the email update box is checked and the action has not been completed by then. The help desk call status is changed to Awaiting Action.

Adding an Action Update to a NeuQs Help Desk Call

Click Add New Update to this Call...

Use the drop down box to select an action update Status...

Amend Action Required by date and/or Time Action Required By as required:

Update Options

Check Is Private when the help desk update is to be internal.

Check Email this Update when you want an email to be sent to the assignees on the help desk call.

Check Send History with Update when previous help desk call updates are to be included in the email.

Other Emails

Enter other email addresses in the Other Emails field if you want to send emails to others in addition to the assignees on the help desk call.

Include Attachments

Click Attachments to include in the update to view all attachments on the help desk call...

Highlight the attachment(s) to be sent with the email update...

Click Attach File.

Update Text

Update Text for an action update needs to convey details of the action either being carried out by the sender or the action to be carried out by the recipient.

Enter Update Text as required...

Example of bad Update Text

'Action required by A N Other'

Example of good Update Text

'We have made the changes to the menus as requested. Please test that you have the required access and let us know if you need any further information or assistance'

Save Update

Click OK

Email Notification

An email is sent to the assignees on the help desk call when the Email this Update box has been checked.

Help Desk Call Status

The status of the help desk call changes from Active to Awaiting Action.

Update on Help Desk Call

An Awaiting Client Response update is added to the help desk call and the action date/time has been applied.

Action Reminder Notifications

If the action has not been completed by the date/time applied, and Email this Update was checked on the original update, an email will be sent to all those on the help desk call.

Help Desk Call Status

The help desk call status of Awaiting Action is unchanged.

Update on Help Desk Call

Another Awaiting Client Response update has been added to the help desk call regardless of whether Email this Update was checked or unchecked on the original help desk call action update.