Airwide SolutionsHow to log calls & Journals in HEAT

Document version: 1Document date: 22 August 2007

Reference: \P\7272p\Prod\SUP\Heat\Company confidential

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Every reasonable effort has been made to ensure the information and procedures detailed in this document are complete and accurate at the time of printing. However, information contained in this document is subject to change without notice.

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Document historyIssue Date Changes since last issue Owner

1 22-08-07 New Document G. Angel

Changes since last issue

Document control

Owner: Messaging Helpdesk Title: Helpdesk

Approved by: P Golebiowski Title: 3rd Line Support Manager

Signature: Date:

Review record ref.: Distribution: Airwide Solutions

File name: How to log calls & Journals in HEAT

Airwide Solutions How to log calls & Journals in HEAT

Contents

1 Introduction..................................................................................................................................... 1

1.1 Document goal....................................................................................................................... 11.2 Intended audience................................................................................................................. 1

2 Logging Calls.................................................................................................................................. 2

2.1 1st Entry Journals................................................................................................................... 32.2 Consecutive Journals.............................................................................................................3

3 Internal Communication..................................................................................................................4

4 Adding Attachments........................................................................................................................ 5

5 Updating Existing Calls...................................................................................................................6

List of figures

Figure 1. Call Logging Screen.......................................................................................................2Figure 2. Journal Screen...............................................................................................................4Figure 3. Attachment Button..........................................................................................................5Figure 4. File Not Found................................................................................................................5Figure 5. Journal Index.................................................................................................................. 6

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1 Introduction

1.1 Document goal

This document will show you how to correctly log calls and journals in HEAT. So once logged they are in the same format no matter who logs the calls.

1.2 Intended audience

Any Airwide Solutions user who will be Using HEAT by logging or updating calls.

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2 Logging CallsOnce a call comes in to the office whether it be by email or telephone, THEY ALL NEED TO BE LOGGED IN HEAT.

To do this obviously you need to have HEAT installed and opened.

Click on the top right Icon to log a new call, and a blank call record will come up.

Figure 1. Call Logging Screen

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The Chronology part will auto complete as soon as you set your Call Status and click on save in the journal Screen.

Table 1: Compulsory Fields

Field Example

Customer I.D VDF-OPS, LIB,SUO,

Contact Name Who logged the call, or 3rd party name of contact

Owner of Call The Engineer who is dealing or group name

Call Description Call Description

Severity Service Affecting or not?

Priority Low, Normal, High

Source How were you notified? Phone, email?

System I.D What Airwide System (Router, SMS,USC)

Once you have filled out the call logging part of the screen you may now save the screen by

clicking on the Button.

2.1 1st Entry Journals

Once you have logged the call you need to put a journal in. Click on the Journal Tab at the

bottom of the screen . Once you have done this you should see the icon

next to it lit up as shown . Click on the icon and a new screen will appear.

Again fill in all the compulsory fields:

Table 2: Journal Compulsory Fields

Description Example

Call Status 1st Journal is responded, then follow actions on journal screen.

Responsible for Next Action Who does the next action, customer, another office, 3rd Party?

Summary Start with 001 then what has been done so far. Next one will be journal 002, and so on.

Next Actions Who’s next task is it.

2.2 Consecutive Journals

Any Journals that get logged after that need to have the Journal number so if we need to refer back to an email that was sent HEAT and S:\ Drive match up, this is mainly for attachments.

So in effect your email when you forward it on or save it should look like this:

<Call ID Number from HEAT>-<Journal Number>,<Customer Acronym>,<Root of Problem>,

e.g. 21854-001(LIB) VDF NL Router Upgrade from v7.0.1.to v8.0.1

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3 Internal CommunicationWhen you send an email to another office to progress with the call or assist, It also needs to be entered in HEAT.

Figure 2. Journal Screen

Any Airwide Solutions Customer who requires access to their HEAT Calls can do so by requesting it from the Messaging Helpdesk. Once they log on to their Extranet site they can view any calls that have been logged, therefore any communication that you need to send to another office or you don’t wish the customer to see needs to be put in the technical notes part. The customer can only see the parts that are shaded blue.

Once you have added the journal click on the Save button .

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4 Adding AttachmentsOnce you have logged the call an attachment needs to be added so that other Airwide Solutions engineers are able to view the call and it’s progress if need be.

To add an attachment, click on in the bottom left hand corner of the screen. You will then be given 1 selection at this stage to Add an attachment.

Click on the button and the following screen should appear:

Figure 3. Attachment Button

For the description you need to enter the Call ID Number.

For the File Name you need to type in the location of where you are going to put it, for example:

If you get a message saying:Figure 4. File Not Found

You haven’t created the folder, you need to create the folder by saving the email first and creating the folder under the correct Acronym.

Any subsequent emails for this call will then go in to this attachment.

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5 Updating Existing CallsWhen you need to update existing calls that are already logged in HEAT, you first need to have the Call ID Number then you follow it on with the following journal number in the exact same way as though you are putting your first journal in (apart from the status being Unchanged or completed rather than Responded.

If you click on the Box it will take you to the Journal index screen so you can see what number the next journal will be:

Figure 5. Journal Index

From here you just need to click on and it will take you to the new journal where you can start typing and then click save once complete.

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