Help Desk Call is used to register the service calls. This screen can manage both the new call register and the activity performed against the call reported.

Path: Maintenance>Transaction>Help Desk Calls

1. OU Name: The organization unit name can be selected from this list. The name of the organization which owns the reported equipment will be selected here.
2. Search the equipment by entering its name or serial number or specification or location, then click the Go button. E.g., Enter serial number 12457, then click the Go button.

3. Once the clicking the go button, the list of equipment will be displayed. Select the required item from the list which you need to register a complaint.

4.  The selected equipment details will be displayed on the screen.

5. Click the  button to register a new complaint.

6. The New Call lightbox will be opened. The problem and equipment details are needed to be entered here.

Reported Problem: The details of the problem that occurred in the equipment will be entered here. For e.g., Oil leakage in the tank.

Problem Date: The date on which the problem occurred in the equipment.

Time: The time at which the problem occurred in the equipment.

Equipment Status: Mention whether the equipment is running or not. In few cases, the equipment can still function with the problem.

Call Nature: The call can be registered for various cases such as wiring fault, leakage, complete breakdown. Enter the appropriate case in the call nature.

Received By: Select the person who received the call.

Call From Type: The call can come from either employee of the organization or the other contact. Select as per the requirement.

Allotted Type: Once the call is registered, it will be allotted to an employee, technician, or third party.

Allotted To: The person who will be performing the activity is needed to be mentioned here.

Priority: Depends on the problem, the priority can be selected. If the problem affects the production of the organization then it will be given higher priority.

Problem Nature: The nature of a problem might be simpler one, average or heavier. Based on the problem select the nature.

Contact Name and Contact Mobile No: Enter the contact details of the person or organization who is reporting the problem.

7. Click the Save button. The problem details will be displayed on the table.

Once the complaint is registered, the notification will send to all Stakeholders.

Then the call will be assigned to the technician, and the technician will attend the call then he/she has to record his service activity. To record the service activity, select the equipment.

8. Click the Activity Button. The activity light box will be opened.

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Path : Maintenance->Transaction->BreakDown Desk

Help Desk Call is another form to registering the service calls.  Both new call registering and activity against the  call reporting are can handled in one desk.

Here the listing of all equipment , registering the compliant are simplified and user friendly.

The User Interface

In the above we can search equipments list by its Name or specification or Serial Number ( if any ) or its location. This will reduce the equipment search time.  For example

search the serial number 42282 and click “Go” Button

you will get the list of equipments having serial number like 42282

Click the Equipment you want to register the service complient

Once you select the equipments  then the system display its other information as above.  And now to register the complient click “+Call” as above.

Enter the necessary information about the complients.

All option are self-expalanatory.  Once the information entered click “Save” Button to save the complient.

once the complient registered the notification will send to all Stakeholder.

once call assigned to technician and the techcician attend the call then he/she has to record his service activity.

To record the service acvitity  select the equipment ( the color of the compliant has changed )

and press “Activity” Button

you will get option to enter activity details

Enter Activity information and save the activity by clicking “Save” Button

All activity against the call will be recorded here unitl the call closed.