Reference Number
A unique number automatically assigned when the call is first received. This number is normally used to search for, find, or identify a particular call.
Priority
"Emergency", "High", "Normal", and "New Call"
Sets the importance by which calls are worked on first, second or third and the amount of energy/cost expended to get a resolution. Sets the general time frame for a resolution. The three priorities must be clearly defined by the parent company so all technicians and administrators understand the process.
Click here for more info on priorities.
Call Status
Open = in progress, unresolved.
All New Calls automatically become "Open"
Closed = solved, resolved, answered, customer taken care of.
Can only be closed officially by a technician or administrator.
Customer can request that call be closed.
Date
Original date when call is first entered by Customer.
Time
Original time when call is first entered by Customer.
Serviced by
Name of currently assigned technician doing the servicing
Name
Customer name
Customer E-mail address
Website
Customer website address
Category
Problem or situation classifications that the business names and defines
Subject
Short summary of Description. Technicians and Administrators can change this to a more suitable summary.
Description
A description of the situation or problem.
Progress/Solution
Normally used by the technician to document the actions and or progress taken and the final solution.
Notes
Information entered by technicians or administrators for internal use only. Customer does not see these notes.
Closed Date
Date when the call is closed.
Closed Time
Time when call is closed
Closed By
Name of technician or administrator who closed the call.