All users of Marval Open Pursuit are assigned to a Primary (assignee) Support Group which is used for grouping support staff together. Secondary Support Groups also allow individuals to belong to more than one group.
You can check your Primary & Secondary Group/s from the User Details Menu by selecting the Login User Details:
Clicking on the My Worklist button from the My Worklists side bar menu displays the Assignee Worklist:
This displays all requests with are assigned to the user as an individual and the groups to which they are assigned. Double click on any of these to view the request in the Marval Incident Control Screen.
It is suggested that assignees check their worklists at least once a day.
8.Managing Requests as a Tracker
8.1.Creating A New Request
As the creator of a request you assume the role of Tracker for that request.
Open the Marval Incident Control screen by selecting the “Request Management” menu from the Main Menu Bar and then the “Main Request Screen” from the drop down menu.
A Reference Number in the format of FLI-XXX-99999 is automatically created and several other defaults are automatically entered (e.g. priority, status).
In the Request group box enter all or part of the customer’s name or their FAN in the Customer field and press the button (or press the Enter key). If you have entered part of a name then a list of matches is returned. Select the correct customer and press the OK button. The Telephone and Location details for the Customer are displayed. It is advised that you confirm these details with the Customer.
If the person you have spoken to is not the person with the issue, you should enter the name of the person registering the request in the Spoke To field. Again, this can be keying in the name of the person or their FAN. NB: If you key in the person’s FAN then you are asked if you wish them to be the email recipient pertaining to the request. This field does not need to be completed in most cases.
In the Classification group box you can now classify this request. A classification is a keyword-based method for defining the type of request the customer has.
Classification allows the definition of exactly how a request should be handled, including its priority and business impact, the required specialist(s) or group to deal with it, any standard checklists, known errors or workarounds and links to related information.
You can select a classification by typing in a known value in both the boxes next to the Service label and press the Enter key (or press the Question Mark button to the right of the field) to complete the selection.
When the classification is not known, try typing in the first few characters in either the first Service box or the second and press the Enter key. Marval Open Pursuit will then try to match what is typed in.
This displays a Search Results screen which displays the classifications for the type of request you are creating and which match the key words you entered in the search. From this screen, ‘double click’ the left mouse button on a classification to select it.
In most cases, the selected classification sets the Assignee. You receive a message asking if this is acceptable to which you would generally click on the Yes button.
Once you have selected the classification you then need to complete a description, which can be up to 99 characters, that aids the assignee in assisting the customer. Where key words appear in <> brackets, delete those words which are not relevant (along with the <> brackets) to define the description. For example, if you select the classification TEL GENERAL FAULT the description is filled with:
You would then update this to read what the fault actually relates to, such as:
Faulty digital handset: Ext 12517 - Intermittent service with outgoing/incoming calls. Rm 113, Lib.
Notes should be added via Customer Notes. These notes are included in an email to the Customer on creation of the request, allowing them to confirm the details of the job.
They comprise either the e-mail received from the Customer or the information gathered via the HelpDesk.
Click on the Notepad icon in the Maintain side bar menu.
This displays the Add Notes screen. If you drop down the Notes menu this enables you to select the type of notes to add.
While this defaults to History you should select Customer.
The display of the second half of the screen changes to an edit screen. Here you would either paste the e-mail or key the details of your telephone conversation.
You then save these details by either the File Menu | Exit (save) or pressing the Esc key.
Priority, Impact and Urgency codes are defaulted. These can be adjusted, however, according to your assessment of the Customer’s urgency and impact as described in Section 3.
If the customer has provided information concerning when the issue can be addressed this is added via the Schedule Request screen. You click on the icon in the Maintain side bar menu.
The Schedule Request screen displays and you key the relevant details in the Requested Completion field.
Refer to Attaching a Configuration Item (CI) to a Request where appropriate.
When all the required details have been entered, press the button to submit this request. This displays the Add Request Selection screen. This includes a unique Reference Number and other relevant details, which should be quoted to the customer.
Press the button to proceed. This displays the Notification for Request screen which details the information being sent to the customer and the assignee.
Press the button to proceed. The request has now been created.