Presentation is loading. Please wait.

Presentation is loading. Please wait.

Contingency Acquisition Support Model (cASM). Heat Web UI can be accessed through the cASM Support site, at www.tqsapps.com.www.tqsapps.com.

Similar presentations


Presentation on theme: "Contingency Acquisition Support Model (cASM). Heat Web UI can be accessed through the cASM Support site, at www.tqsapps.com.www.tqsapps.com."— Presentation transcript:

1 Contingency Acquisition Support Model (cASM)

2 Heat Web UI can be accessed through the cASM Support site, at

3 You will be presented with the Login screen. Enter your cASM user name, with the password “heat”. There are 2 ways to start a new call record. Select File  New Call Record or by Clicking the New Call button on the Toolbar.

4 The Call Log tab is the first tab of information that must be completed for each incident.

5 In the User Name field, enter the cASM User Name of the individual you are creating the ticket for. In the Incident Description, enter the problem/request Choose a service type, Application, next select a category. Also select the call type from the drop down list. All fields listed with an *, including Cause, must be filled in to close out a ticket.

6 An Incident needs to be assigned to be worked. Assign To Self assigns the incident to the individual logged in. Assign to Team, sends the incident to the Technical Support Center for follow up. If you are assigning the call to the Technical Support Center, no more information is needed. On the Assignment Tab, select the “Team” field, select F9, then choose Tier 1

7 Call Details will offer known resolutions or useful information depending on the call type chosen

8 Select Journal tab select Create Journal From the main Call Log tab select New Journal Record Or… Select the Journal Type from the dropdown list and enter any necessary information into the text field.

9 All Journals will be seen by customers unless the option for “This Journal can be seen in HSS” is unchecked Journal History – Shows all journals that are listed on a ticket Save – Saves any changes that have been made to the ticket Save and Close – Saves as well as closes out a ticket

10 On the Assignments tab you will need to choose the Resolve option. If a resolved journal has not been entered you will be prompted to enter one. All Assignments must be Resolved to save and close an Incident. You can then choose the Save and Close option on the Assignment or Journal Tabs.

11 To query a previously entered incident, click on the file menu and choose the Go To Call option. You will be presented with a Go To Call ID box. Enter the incident number of the ticket you wish to query, then click the open button.


Download ppt "Contingency Acquisition Support Model (cASM). Heat Web UI can be accessed through the cASM Support site, at www.tqsapps.com.www.tqsapps.com."

Similar presentations


Ads by Google