NeuQs Help Desk Navigation Series
NeuQs Help Desk Call Listing Options
View My Calls
ClickView My Calls …
Help Desk Call Option: Show All Calls – Off
With Show All Calls off, the displayed open help desk call listing shows those help desk calls on which you are either the owner or an assignee and is used as a work list.
The help desk calls are sorted primarily by status, Active – Awaiting Action – Awaiting Close - Closed, and then by taking the SLA Date. The SLA Date is calculated by using the client service level agreement in conjunction with the priority of the help desk call (low, medium, high or critical).
SLA Date Calculation
SLAs are created and edited the SLA Editor that can be found in HelpDesk Administration > Client Management.
Sorting your Help Desk Call Listing
The call listing can be re-sorted by clicking on the header of any of the columns to change the view.
For example, if you click on Call Id your help desk call listing is sorted by ascending help desk call number …
Then, if you click Call Id again your help desk call listing is sorted by descending help desk call number …
Help Desk Call Option: Show All Calls – On
With Show All Calls on, the displayed open help desk call listing also includes all those help desk calls on which you are not either the owner or an assignee …
Help Desk Call Filters
Click the Filter Calls icon …
… to display the help desk call filter options …
- Include Closed Calls/li>
- Call List Sort Options/li>
- SLA Date/li>
- Opened Date
Include Closed Calls in your Help Desk Calls Listing
Check the Include Closed Calls box to include closed calls in your help desk call listing …
Closed help desk calls are shown at the end of your help desk call listing.