NeuQs Help Desk Navigation Series
Action Pending Emails
When Email this Update is checked on the original Action Update, an action pending email will be sent to the assignees on the help desk call at the applied date & time.
An action pending email will be sent automatically every seven days until the action on the help desk call has been completed.
Clear an Action on a Help Desk Call
When an email giving information that completes an action on a help desk call is received from the client...
...a general update is added to the help desk call.
Click on the Action Updates tab ...
All incomplete actions appear on screen.
Create an Internal Update Automatically
Check Automatically create an internal update and Mark action as complete if you do not want to send an update to the assignees on the help desk call.
Enter a comment on the action if you wish to do so.
Click OK...
Click OK...
Internal Update
An internal update showing Action Complete and the comment on the action is added to the help desk call...
Help Desk Call Status
The status changes from Awaiting Action to Active
Action Completed Update
The following is an example of an action completed update:
- Action Completed – visible to all parties on the help desk call. The help desk call status is unchanged.
Check Mark action as complete but do not check Automatically create an internal update
Click OK...
Use the drop down box...
And select Action Completed
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.
Add Available Users as required.
Remove Selected Users as required.
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.
Update Text
This defaults to Action Complete but may be amended as required...
Click OK...
Click OK...
Action Complete Update
An Action Complete update is added to the help desk call...
Help Desk Call Status
The status changes from Awaiting Action to Active...