Supportworks IT Helpdesk (ITHD) Template Version 1.1. User Guide

Transcription

1 Supportworks IT Helpdesk (ITHD) Template Version 1.1 User Guide

2 Copyright 2008 Hornbill Systems Ltd. All rights reserved. Information in this document is subject to change without notice, and should not be construed as a commitment by Hornbill Systems Ltd. Hornbill Systems Ltd assumes no responsibility or liability for any errors or inaccuracies that may appear in this document. Except as permitted by the Licence Agreement pertaining to the software described in this document, no part of the document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, whether electronic, mechanical or otherwise, without the prior written permission of Hornbill Systems Ltd. Supportworks is a registered trademark of Hornbill Systems Ltd. Acrobat is a registered trademark of Adobe Systems, Inc. Microsoft, Windows, Outlook, Windows NT and Windows XP are registered trademarks of Microsoft Corporation.

3 Contents of ITHD User Guide Introduction to Supportworks ITHD Template Usage 1 The Topics Covered in this Guide...1 The ITHD Call Life-Cycle 3 Variations in the Call Life-Cycle...6 The Default ITHD Call Forms 9 Helpdesk Class Call Forms...9 Software Class Call Forms...11 Web Access to the Helpdesk by Analysts 15 Using the Analyst Portal with ActiveX...16 Listing Your Calls...19 Viewing and Logging Calls...20 Changing Call Records...22 Progressing Logged Calls...22 Searching the KnowledgeBase...23 Using the Analyst Portal without ActiveX ing the Customer and an Analyst on an Update...24 Using the PDA Web Client Interface...24 Listing Your Calls...26 Viewing the Details of a Call...27 Logging a Call...28 Progressing Logged Calls...31

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5 Introduction to Supportworks ITHD Template Usage Introduction to Supportworks ITHD Template Usage The Supportworks ITHD template is a basic, general-purpose IT helpdesk application that runs on top of the Supportworks Enterprise Support Platform (ESP). The application that you will actually be using is almost certainly going to be a customised version of the ITHD template. Please be aware that the contents of this User Guide reflect the look and functionality of the template before customisation, and you may therefore notice a number of differences between what you see in the documentation and what you experience in the application you are running. The Topics Covered in this Guide This User Guide covers just those aspects of Supportworks usage that are associated with the ITHD application template. The following is a summary of the topics covered: Introduction (this chapter) The ITHD call life-cycle The default ITHD call forms Web access to the helpdesk by analysts For those aspects of Supportworks usage that are common to all applications, you should read the ESP User Guide. 1

6 Introduction to Supportworks ITHD Template Usage 2

7 The ITHD Call Life-Cycle The ITHD Call Life-Cycle The following general steps are involved in the life-cycle of a typical call on a Supportworks ITHD system: (a) When the customer has established contact with you, you would log the call by opening a new Log Call form and filling in all the details. If the call is to incorporate workflow elements, you would also add these. If it is necessary to attach files to the call, you would add these as well. Having completed the form, you would submit all the details to the database, thereby creating a new call record. This action would also act as a cue to the system for starting the timers that relate to the SLA target response and fix times. When you submit the call details to the database, you can either leave the call in its initial state for the moment, or you can simultaneously progress it to a subsequent stage. You may even go so far as to immediately resolve or close the call if you have succeeded in finding a solution to the customer s problem (or in servicing their request) at this early stage. Unless you progressed the call further at the logging stage, its status would now be Unassigned. It would have no individual ownership as yet only that of your support group as a whole. The log action would be automatically recorded by the system as the first entry in the call diary for this call, and the entry would show the description entered on the form. The diary is part of the call record. (b) From this point onwards, with a Service Level Agreement (SLA) having been applied to the call, the call will be subject to escalations as the target response and/or fix times are approached and/or exceeded. The escalations may take several forms, depending on what has been set up in the SLA (as described in the relevant section of the chapter on administrative entities in the Supportworks ESP Administrator Guide). Escalation events, each triggered automatically at the appropriate time, can include the sending of reminders, alerts and/or messages to appropriate members of the support team, the changing of the call status to an appropriate Escalated level, the re-assignment of the call to another analyst or group, the changing 3

8 The ITHD Call Life-Cycle of the call-condition indicator to a different colour, and the changing of the call status to an appropriate Escalated level. (c) Sometimes, the details of a logged call may need to be examined, or certain details of the call may change from those originally entered. At any time during the life of the call, the analyst may view the call record and (if suitably authorised) may amend some of the data in it to reflect any changes. (d) Once a call has been logged, any authorised user (perhaps the administrator or a group manager) may assign the call to an appropriate member of the support team. The decision of which analyst to select could be based on an assessment of the skill sets required for this call, on how busy different analysts may be, or on any other factors. Once the call has been assigned to an individual analyst, its status becomes Unaccepted. A suitable notification is automatically sent to the assignee, who then becomes the owner of the call. The assignment action is recorded in the call diary. (e) The assignee would now be expected to assume responsibility for the call by accepting it. If the call has been split up into different worklists and work items, the analyst who accepts the call will be responsible for monitoring all of these. Once an analyst has accepted the call, its status becomes Pending. The acceptance action is recorded in the call diary. For SLA purposes, the system may recognise acceptance of the call as being the first hands-on response to it, in which case the system would record the response time and stop the response timer at that point. Alternatively, if (say) the initial acceptance of the call is not to be regarded as an SLA response, no response time would be recorded and the response timer would not be stopped. The fix timer would continue to run in either case. (f) At some stage (or at various stages) during the lifetime of the call, it may be necessary to update the call with the latest information concerning the analyst s efforts to resolve the problem (or service the request), possibly including new file attachments from the customer. Each update action, complete with its description, is recorded by the system in the call diary. If circumstances so dictate, it is possible to make the system regard an update action as an SLA response and consequently record the response time and stop the response timer. (g) Events that are totally outside the control of your support organisation, and that are of a nature likely to delay resolution of a call, may occur while the 4

9 The ITHD Call Life-Cycle call is in the Pending state. In such a situation, it may be seen as legitimate to temporarily stop the timer that governs the target fix time. The analyst (if suitably authorised) would suspend the SLA timer by placing the call on hold. The call status would become On Hold, and this change would be recorded in the call diary. A call can come off hold either automatically at the allotted time, or manually by analyst action. If it comes off hold automatically, the call status changes to Off Hold, whereas if it is taken off hold manually, the status reverts to Pending. This change would also be recorded in the call diary. (h) If worklists and work items have been defined in the call, each analyst who has been assigned a work item must mark it as completed once the task has been carried out. (i) If it is a problem that gave rise to the call, and this seems to be affecting more than one customer at a given site, the analyst would create a Hot Issue based on this call and would add to it the other calls in which the same problem has been recorded. (j) In all probability, there will come a time when it is fairly safe for the analyst to assume that the problem or request that gave rise to the call has been successfully solved or serviced. At that point, the analyst would mark the call as resolved, giving details of the fix (or other actions) carried out, and perhaps selecting certain administrative options. The fix time would be recorded, the SLA fix timer would stop, and the call status would change to Resolved. As usual, the action would be recorded in the call diary. In this state, the call is not yet regarded as closed. (k) Finally, once the customer has confirmed that their problem has been solved or their service request has been properly carried out, the analyst closes the call. Note that the system may be set up to automatically close resolved calls after a specified number of days, in the absence of any manual closure. Note also that calls may close as a result of closing the issue with which they are associated. The majority of the user-initiated call actions mentioned above (and elsewhere) are individually configurable on a per-analyst basis. Therefore, if some or all analysts find that they are unable to perform certain of the actions, it would be because their manager or the helpdesk administrator will have disabled these in their respective user accounts. 5

10 The ITHD Call Life-Cycle Variations in the Call Life-Cycle A typical call may well progress as indicated above. However, it is important to note that a number of variations are possible: Instead of assigning a call to an individual analyst, you can assign it to another support group. That group would then be held accountable for the call. However, the call status would remain Unassigned, as only an individual can properly own a call, in the sense of being in a position to accept one. Since it is not possible for a group to accept a call, a group assignment would necessarily be an intermediate step towards assigning the call to an individual in that group. It is possible to accept a call that has not yet been assigned to anyone, thus bypassing the assignment stage. In such a case, it would be the act of acceptance that would establish the analyst s ownership of the call. It is also possible to directly accept a call that has been assigned to someone else in the support team, assuming that you have the rights to switch to another analyst s or a group s context. Depending on which of these contexts you are in, you would either be accepting the call yourself or on behalf of the current owner. Note that it is not possible to directly accept a call that has already been accepted and is currently Pending (but see the next point). It is possible to re-assign (transfer) a call that has already been assigned to, or even accepted by, an individual. Thus, if a Pending call is re-assigned, it is then possible for the new assignee (or another analyst) to accept the call. It is only via re-assignment that a previously accepted call can be accepted again. In some organisations, a call may be initially accepted by a group controller or supervisor, who would not mark this acceptance as an SLA response, and would subsequently re-assign the call to a member of their group. It may be this assignee who would then actually take final responsibility for the call by accepting it and generating the SLA response. In organisations having a multi-level support team, analysts at one level would be expected to re-assign calls to analysts at the next level, as necessary. It is technically not necessary to mark a call as resolved before closing it. For example, resolution may be deemed inappropriate when an analyst simply answers a customer s question. If you bypass the resolve stage, it would be the act of call closure that stops the SLA fix timer. 6

11 The ITHD Call Life-Cycle It is possible to cancel a call at any stage during its life-cycle, and thus remove it altogether from the call process. It is possible to reactivate a call if it has been resolved, closed or cancelled in error. If your organisation outsources certain aspects of the support function to a third-party supplier, and Supportworks is suitably configured, it is possible to assign a call to a third-party SLA, which would then run in parallel with the underlying call SLA. When an analyst makes such an assignment, the call may automatically go on hold, the analyst may elect to place it on hold, or it may never go on hold (again, subject to configuration). While the call is assigned to a third-party SLA, the third party is expected to carry out its contracted actions. During that time, any acceptance or update of the call (that is, from within the third-party SLA s context) could be regarded as the SLA response, which, as usual, would result in the response time being recorded and the response timer being stopped (but for the third-party SLA only). Note that the generation of a corresponding response for the underlying call SLA, either before or after the period of assignment to the third-party SLA, may still be necessary. Once the third party s actions have been completed, the call would be manually assigned back to an analyst, which would have the effect of recording the fix time and stopping the fix timer for the third-party SLA. If the call was on hold, it would now be automatically taken off hold. For the underlying call SLA, the fix time would be recorded, and the fix timer stopped, by call resolution or closure as usual. 7

12 The ITHD Call Life-Cycle 8

13 The Default ITHD Call Forms The Default ITHD Call Forms This chapter describes the default Log Call and Call Details forms that are provided with Supportworks ITHD. There are four of these forms: two of the Log Call type and two of the Call Details type. Each Log Call form is paired with a Call Details form belonging to the same call class. The two default call classes are Helpdesk and Software. Helpdesk Class Call Forms The Details tab of the default Log Call form belonging to the Helpdesk call class is as follows: 9

14 The Default ITHD Call Forms As you can see from the Asset Details area, this form tab is designed to cater for the entry of hardware information. As it stands, the form would not be suitable for handling calls concerning software products, although it would be easy to redesign the Asset Details area so that you could enter software names and licensing information. You can also see that there are two charge centre fields on the tab. The one in the Customer Details area refers to the charge centre or department to which the calling customer belongs, whereas the one in the Call Settings/Options area (if different) indicates the charge centre or department to which the call will actually be charged. The Details tab of any actual form you may use that is based on this default one may well have somewhat modified section headings to suit the exact requirements of your organisation. For example, the Problem Description field may simply be titled Description when calls are not necessarily about problems. Note that all the top-level tabs, other than Details, that can appear on a Log Call form are optional. The Workflow and File Attachments tabs, being generic, are described in the Supportworks ESP User Guide. On the particular forms that you use, there may also be up to two additional tabs configured: the Resolve/Close Details tab and the extended-details tab. The former, too, is mentioned in the Supportworks ESP User Guide, while the latter is totally customisable like the Details tab. The Call Details tab of the default Call Details form belonging to the Helpdesk call class is as follows: 10

15 The Default ITHD Call Forms Notice that the Customer Details and Asset Details areas are identical to the corresponding areas of the Details tab on the default Log Call form. Four of the fields in the lower half of that form tab are also replicated here. The remaining fields give yet more useful (and, indeed, vital) information about the call. Again, in addition to the mandatory and customisable Call Details tab, there are the generic and optional Workflow and File Attachments tabs. As well as those, we now have a Call Diary tab, which is also described in the Supportworks ESP User Guide. The extended-details tab is an option here as well. Software Class Call Forms The Details tab of the default Log Call form belonging to the Software call class is as follows: 11

16 The Default ITHD Call Forms This form tab is designed for teams supporting just one software product, or for organisations where specific software-product details are regarded as immaterial. It has exactly the same elements as the Details tab of the Helpdesk type of Log Call form, but without the Asset Details area. The Call Details tab of the default Call Details form belonging to the Software call class is as follows: 12

17 The Default ITHD Call Forms This form tab is the same as the Call Details tab of the Helpdesk type of Call Details form, except that the Asset Details area has been replaced by an area entitled Customer Access Options. The checkboxes here allow you to examine and (if you have the rights) to adjust the helpdesk access permissions of the customer for whom the call was logged. 13

18 The Default ITHD Call Forms 14

19 Web Access to the Helpdesk by Analysts Web Access to the Helpdesk by Analysts Instead of using the native client by which to log, examine and progress calls, you can, when appropriate, perform certain of these actions by means of a Web browser. This browser may be on a normal computer or it may be on a Personal Digital Assistant (PDA). Whether you are at a customer s site or are taking support calls at some other remote location, you can carry out the basic call procedures as conveniently as when you are back at your desk, logged into a native client session. The Supportworks Web server provides two separate and distinct sets of dynamic Web pages that can be used for accessing the helpdesk system. The set of pages designed for display on computer screens constitutes the Analyst Portal interface. The set optimised for PDA displays is known as the PDA Web Client interface. Each Supportworks application comes with an appropriate variant of the Analyst Portal. In this User Guide, it is of course the Supportworks ITHD version that is described. You can use the Analyst Portal in one of two ways: with or without Microsoft ActiveX. In either case, you will see that the visible elements of the interface that function as views are simplified versions of their counterparts in the native client. This means that, once you are familiar with the native client, you should have an almost immediate grasp of the Analyst Portal. With ActiveX, the call forms you see are actually near-exact replicas of those used in the native client. Without ActiveX, the emulation is far less precise visually and generally more simplified, as then PHP pages are used instead of ActiveX-generated forms. Nevertheless, many elements of the native client will still be in evidence. PHP pages can be customised independently of the native client. Whether or not to use ActiveX with the Analyst Portal may already have been decided by your organisation. The main consideration will have been security and flexibility versus ease of customisation and familiarity. The chief strength of 15

20 Web Access to the Helpdesk by Analysts the ActiveX-driven interface is its ability to replicate the customisable sections of the native client interface, which means that most kinds of customisation changes made to the latter will be reflected automatically in the former. However, your organisation may have had security concerns about using ActiveX, or there may simply be a preference for using a non-microsoft browser. Without ActiveX, your Web environment may be more secure but your browser would be incapable of replicating form-design changes automatically. Alternatively, your organisation may allow you and other analysts to enable and disable ActiveX on an ad hoc basis. In that case, it will be your responsibility to weigh up the possible security risks in each and every instance of connecting to the Analyst Portal by means of Internet Explorer. With regard to the PDA Web Client, the overall look and feel of its interface is necessarily very different to that of the native client, and its functionality is reduced even further. Nevertheless, the functions that do exist are still readily recognisable. Note that the currently available version of the PDA Web Client is designed specifically for Supportworks ITHD. Using the Analyst Portal with ActiveX You can access the Analyst Portal interface by means of a Web browser running on any Windows-based PC that has an intranet or Internet connection. The initial (login) page of the Analyst Portal is normally accessed via an internal URL of the following form: where <server> is the name of the computer on which the Supportworks server is installed. Typically, there might be a link to that page from somewhere on your organisation s intranet website. For external access to that page, the URL required will be as set up on your organisation s proxy server. Therefore, to start an Analyst Portal session, you may have to click the relevant link from the intranet page concerned, or you may have to type the appropriate URL. If you are testing the Analyst Portal on the same computer as the one on which the Supportworks server is installed, you can type the following URL: 16

21 Web Access to the Helpdesk by Analysts The Analyst Portal login page is then displayed: Type in a valid analyst ID and password, and enable the ActiveX option. Click Login. On a successful login, you will see the Analyst Portal home page: 17

22 Web Access to the Helpdesk by Analysts This is the equivalent of the main native-client window displaying the Supportworks Today view. Notice how similar it is to that view, although, in the Analyst Portal version, the functionality of the always-visible command pane on the left is actually a mixture of toolbar-button equivalents and links to the available views. Apart from Supportworks Today, the only other view available on the Analyst Portal interface is Helpdesk View, which displays call lists such as those found in the Helpdesk view of the native client, as described in the next subsection. 18

23 Web Access to the Helpdesk by Analysts Listing Your Calls To display a list of all the open calls that belong to you, or to your group as a whole, click the Helpdesk View link in the left-hand pane. The contents of your main call list appear in the Open tab as follows: All currently active calls are listed in this tab. By selecting a different (filtered) tab, you can list calls of a particular status only. Customisation of this page may allow you to list calls by any other required attribute. Note, however, that it is not possible to view calls in another analyst s, or in another group s, context (although you can, by means of the table filter at the top right, show those of your own group s calls that are as yet unassigned). 19

24 Web Access to the Helpdesk by Analysts From any of the call lists, you can request the display of the details of any specific call, as indicated in the next subsection. Viewing and Logging Calls To view the details of an existing call, first display the My Calls page by clicking Helpdesk View on the left and then select the call s entry in any relevant tab. Alternatively, you could type the relevant call reference number into the Open call by reference field and then press Return. To log a new call, click the required call class under Log New on the left. In either case, if this is the first time (perhaps since the last upgrade) you have attempted to perform such an action using the Analyst Portal in ActiveX mode, a Security Warning window is displayed, inviting you to install Supportworks Web Edition. This actually refers to the ActiveX components that need to be in place before the ActiveX versions of the Supportworks forms can be displayed. Just click Yes, following which your requested action will proceed. Depending on your requested action, either the Call Details form or the Log Call form now appears, displayed in a separate window. The following two screenshots show an example of each: 20

25 Web Access to the Helpdesk by Analysts 21

26 Web Access to the Helpdesk by Analysts You can see, on both forms, that the entire area under each of the top-level tabs looks identical to its native-client equivalent. You will also find that they are exactly the same in terms of operation. Note, however, that workflow, issues and certain functions of lesser importance are not supported. Changing Call Records When you are viewing the details of a call in ActiveX mode, you can make exactly the same kinds of changes to the record as in the native client. Progressing Logged Calls In ActiveX mode, the same functions for progressing calls (except call cancellation) are available as those in the native client. When you execute these functions, you will find that the dialogue windows you are presented with are also nearly identical to the corresponding dialogue boxes in the native client. 22

27 Web Access to the Helpdesk by Analysts With the Web interface, it is only possible to access these functions via the toolbar links on the Call Details form, which means that you cannot perform such actions on more than one call at a time. Searching the KnowledgeBase The Analyst Portal also allows you to search the Supportworks KnowledgeBase. When you click the KnowledgeBase Search link in the left-hand pane, a familiar interface appears. Virtually all the components of the native client s KnowledgeBase view are available here (although in a different order). Using the Analyst Portal without ActiveX As mentioned in the previous section, you can access the Analyst Portal interface by means of a Web browser running on any computer that has an intranet or Internet connection. Although, in PHP mode, the base pages of this interface are identical to those in ActiveX mode, actual forms will look somewhat different. Firstly, the overall style of PHP forms will be fairly minimalist, rather than reflecting the look and feel of the native client s forms. Secondly, your PHP forms will not have exactly the same sets of fields and functions as those in the native client. Again, the internal URL required to access the initial (login) page of the Analyst Portal would normally be of the following form: where <server> is, as before, the name of the computer on which the Supportworks server is installed. Thus, to test the Analyst Portal on the same computer as the one on which the Supportworks server is installed, you can type the following URL: The Analyst Portal login page is then displayed. If you want to use the interface in PHP mode, just enter your analyst ID and password, and make sure that the ActiveX option is not enabled. (If the browser you are using is not Internet Explorer, or if your organisation totally forbids the use of ActiveX, you will not even see the ActiveX option.) Then click Login. 23

28 Web Access to the Helpdesk by Analysts The Supportworks Today style of home page that is then displayed will be identical to the corresponding page in ActiveX mode. The same kind of correspondence applies to the Helpdesk View (My Calls) page and also to the KnowledgeBase Search page. However, with PHP, the forms invoked from these pages will look more like what you see on the base pages, and will have more limited functionality compared to ActiveX forms. ing the Customer and an Analyst on an Update When progressing a call in PHP mode, the normal mechanism for generating and ing a notification to a customer does not apply. Instead, you have a limited, rights-independent facility available whereby the system can generate such a message based on a single, predefined mail template associated with a single, predefined mailbox. There is also a similar facility to generate and send a separately predefined message to a support analyst of your choice. You would invoke these messages in the Call Actions tab of the Call Details form. In either case, the message will not be displayed to you before it is sent, so you will not be able to edit it. The template on which either message is to be based must be in the Update Call Templates category, as seen in the Manage Templates window. For details of how to specify the mailbox, the template and other necessary data for all instances of the two generated messages, see the Functional Scripting chapter of the System Customisation Guide. Using the PDA Web Client Interface You can access the PDA Web Client interface by means of a Web browser running on any palmtop device that has an intranet or Internet connection. The internal URL required to access the initial (login) page of the PDA Web Client interface will be of the following form: where <server> is the name of the computer on which the Supportworks server is installed. For external access to that page, the URL required will be as set up on your organisation s proxy server. Typically, you would create a shortcut to the 24

29 Web Access to the Helpdesk by Analysts URL using the appropriate facility in the PDA, and then use that on a day-to-day basis. Therefore, to start a PDA Web Client session, you would have to select the shortcut you created or, failing that, you would have to enter the appropriate URL. (If you do not have an Internet-connected PDA available at present, and you wish to preview the PDA Web Client interface, you can do that on any connected computer. If this is the same as the one on which the Supportworks server is installed, you can type the URL The PDA Web Client login page is then displayed: Type in a valid analyst ID and password, and tap Log In. On a successful login, you will see the PDA Web Client home page: 25

30 Web Access to the Helpdesk by Analysts This page is the equivalent of the Supportworks Today view on the native client, showing the currently posted issues and the number of open calls you currently own. The always-visible row of buttons at the top right corresponds approximately to the command pane on the Analyst Portal interface. Although this row will remain visible on subsequent pages, its composition will vary according to relevance. On the Supportworks Today page, for example, there are buttons for listing your existing calls, for logging a new call and for logging out of the system. Listing Your Calls To display a list of all the calls that belong to you, tap the My Open Calls link or the My Calls button at the top. The My Calls page appears as follows: 26

31 Web Access to the Helpdesk by Analysts What you see listed are all of your currently open calls, that is, those you have not yet closed. From the call list, you can request the display of the details of any specific call. Viewing the Details of a Call To view the details of an existing call, tap its link on the My Calls page. The Call Details page is displayed as follows: 27

32 Web Access to the Helpdesk by Analysts You will be able to see that this page shows much of the information that would be displayed in the corresponding Call Details form on the native client. Notice also that there is now a larger array of buttons displayed at the top, which includes a sub-set of the usual functions you can perform to progress your logged calls. Logging a Call To log a new call, tap the Log Call button that you can find at the top of any PDA Web Client interface page. The first page of the Log Call wizard is displayed, as follows: 28

33 Web Access to the Helpdesk by Analysts This page allows you to specify the customer whose call you are logging. There are two possible ways of specifying a customer. The first consists of selecting the type of search (whether by first name or surname), then typing the first few letters of the relevant part of the customer s name, and finally tapping the Search button. The second method consists merely of tapping the letter link that corresponds with the initial letter of the customer s first name. In either case, you are then presented with a list (which may be just a single entry) of customers that match your search criteria, as follows: 29

34 Web Access to the Helpdesk by Analysts Tap the required customer link. The second page of the Log Call wizard is displayed, as follows: This page allows you to specify a class and an SLA for the call. Proceed to select these as necessary and tap Next Page. The third (and final) page of the Log Call wizard is displayed, as follows: This page allows you to identify the problem asset (if any), and provides a text field in which you can enter the description of the problem/request. Once you have given this information, tap Log Call. You will immediately obtain a confirmation as follows: 30

35 Web Access to the Helpdesk by Analysts If you wish, you can now tap the Call Reference link to display the call s details. Progressing Logged Calls In the PDA Web Client interface, the same functions for progressing calls (except call assignment, closure and cancellation) are available as those in the native client. When you execute these functions, you will find that the dialogue pages you are presented with are simply cut-down versions of the corresponding dialogue boxes in the native client. On a PDA, it is only possible to access these functions via the row of buttons at the top of a page, which means that you cannot perform such actions on more than one call at a time. 31

36 Web Access to the Helpdesk by Analysts 32

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