Create an On Call Record

Use the On Call Form in the CSM Desktop Client to create an On Call record.

This functionality is only available if you have applied the On Call mApp Solution. For more information, refer to the mApp Solution Tech Notes documentation.

To create an On Call record:

1. On the CSM Desktop Client toolbar, click New>New On Call.

   

   A new On Call record opens.

   

2. Choose a shift:
   1. Start Date: Click the Date Selector button to access the Calendar and select the date in which the On Call schedule begins (example: 3/28/2015).

      To view the Calendar, you must leave the On Call record.

   2. View Calendar: Click this button to view the On Call schedule on the Calendar.
   3. Shift: Select a defined shift from the drop-down (example: Weekend – First).

      When a shift is selected, the Add Shift to Calendar button and E-Mail to groups? check box display in the Assign Groups to Covered Services section of the Form.

   4. Start Time: Autopopulates based on the Start Time of the selected shift.
   5. End Time: Autopopulates based on the End Time of the selected shift.
   6. (Optional) Show Recurrence Options: Click this link to define a recurring On Call schedule.
3. Assign each On Call Group to a Service:
   1. Select an On Call Service Profile from the Group Assignment Profile drop-down (ex: Weekend Crew).

      The Service fields autopopulate with the defined On Call Groups from the On Call Service Profile.

      Change an On Call Group assignment by selecting a different On Call Group (example: Rotation B) from a Service drop-down (example: Account Management). This does not affect the On Call Service Profile Lookup Object in Table Management.

      Click the E-Mail Schedule to Distribution List link in the I Want To section of the Quick Info Tile to send a notification e-mail to each On Call Group member.

4. Finalize the On Call record:
   1. (Optional) Select the E-Mail to groups? check box to send a notification e-mail to each On Call Group member.
   2. Click the Add Shift to Calendar button to add the On Call schedule to the Calendar and save the On Call record.
5. Click the Home button .
6. On the CSM Desktop Client toolbar, click New>New Incident.

   

   A new Incident Record is created.

7. Record the basic details (Who, What, How):
   1. Requestor (in the Quick Info Tile): Provide the name of the Customer who initiated the contact, and then press ENTER or TAB to search for the Customer Record.
   2. Short Description: Provide a concise description of the Incident.
   3. Description: Provide a detailed description for the Incident.
   4. Call Source: Select a source for the initiation.
8. Classify the Incident:
   1. Service: Select the affected Service.
   2. Category: Select the affected Service category.
   3. Subcategory: Select the affected Service subcategory.
   4. Priority: Incident priority:
      1. Click the Priority drop-down to reveal the Priority Matrix (determined by invoked SLA), and then click a priority number.

         The On Call Group tab displays in the Form Arrangement.

         

9. Click Save.

   A notification e-mail is sent to the Tier 1 Individual (example: Andrew Simms).

   The On Call process can also be initiated (notification e-mail is sent to the Tier 1 Individual) by clicking the Escalate to On Call Individual button in the Incident Actions section of the CSM Desktop Client Task Pane.
   

10. Tier 1 Individual (example: Andrew Simms) takes ownership:
    1. In the I Want To section of the Quick Info Tile, click Take Ownership.
    2. Click Save.

       A notification e-mail is sent to the Tier 1 Individual.

       If the first User does not take ownership within the defined timeframe on the On Call Group Form (example: 30 minutes), a notification e-mail is sent to the first and second Users in the group (example: Andrew and Henri). If the first and second Users do not take ownership of the Incident within the defined timeframe (example: 45 minutes), a notification e-mail is sent to all Users in the group (example: Andrew, Henri, and Sherri). If no one responds within the defined timeframe (example: 45 minutes), a notification e-mail is all Users in the group until one of the individuals takes ownership.

11. Complete the Incident logging process.