Presentation on theme: "HEAT Web User Interface"— Presentation transcript:
1HEAT Web User Interface Contingency Acquisition Support Model (cASM)HEAT Web User Interface
2Launching HEAT Web UIHeat Web UI can be accessed through the cASM Support site, at
3New Call Logging Process 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.
4Call Log ScreenThe Call Log tab is the first tab of information that must be completed for each incident.
5Gathering Customer Information 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/requestChoose 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.
6An Incident needs to be assigned to be worked. Assigning a CallAn 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
7Call DetailsCall Details will offer known resolutions or useful information depending on the call type chosen
8Entering a JournalFrom the main Call Log tab select New Journal RecordOr…Select Journal tab select Create JournalSelect the Journal Type from the dropdown list and enter any necessary information into the text field.
9JournalsAll Journals will be seen by customers unless the option for “This Journal can be seen in HSS” is uncheckedJournal History – Shows all journals that are listed on a ticketSave – Saves any changes that have been made to the ticketSave and Close – Saves as well as closes out a ticket
10Resolving/Closing a Call 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.
11Querying an IncidentTo 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.