4.30.2 Initiate and Process Queries

This topic provides information about the initiating and processing queries.

To initiate (or process) a query, in the Help Desk Detail screen, specify the following in the Help Details section:

• The type of entity that is initiating the query, in the Reporting Entity Type field. Also select the ID of the reporting entity in the Reporting Entity ID field.
• The type of query, in the Query Type field. The query could be an inquiry, or an action. Select the appropriate option. The category of the query, in the Query Category field. Choose the required option from the drop down list.
• The degree of criticality of the query, in the Query Severity field.
• If you are following up a previously entered query, select the status of the query in the Status field.
• The description of the report, or query, in the Problem Description field.
• The name of the person who will attend the query, in the Attended By field.
• Also specify the following in the Helpdesk Events section:
  • The mode of the query, or the query type, in the Helpdesk Mode field.
  • The mode through which the query is being made, in the Event Mode field.
  • The description of the query, in the Event Description field.
  • Any image, such as a document or fax, regarding the query or report, in the Event Image field. Click the Scan button to specify this.
• Click the Save button to save your query.

Any follow up or processing of the query can likewise be entered in a similar manner, as described above.

Table 4-29 Initiating and Processing Queries

Fields	Description
Helpdesk Reference Number	Display Every query you initiate in the system is assigned a unique reference number by the system. If you are entering a new query in this screen, this field is empty and locked, and when you specify all the information that is mandatory for initiating a query, the reference number is generated by the system when you Save the information. If you have retrieved a query for viewing or processing, the reference number of the retrieved query is displayed here and it cannot be altered.
Attended by	Alphanumeric; 15 Characters; Optional Specify the name of the person who is assigned to attend to the details of the query.
Reporting Entity Type	Alphanumeric; 1 Character; Mandatory Specify the type of entity that is initiating the query. Choose from the drop down list.
Query Severity	Optional Specify the criticality of the query, by selecting it from the drop-down list. The list displays the following values: High Moderate Low
Reporting Entity ID	Alphanumeric; 12 Characters; Mandatory Specify the ID of the entity that is initiating the query.
Status	Mandatory When you are initiating a new query, this field is locked and has a default value, Open, signifying that the query is yet to be processed. Subsequently, when you retrieve the record of a query in this screen, and edit the same, you can update the status of the query by making the appropriate selection in this field. A query can be open, closed or being followed up. Accordingly, choose the desired option from the drop-down list. The list displays the following values: Open Closed Follow Up Reject
Query Type	Optional Specify the type of query that is being initiated, by selecting it from the drop-down list. The list displays the following values: Inquiry Complaint
Query Category	Alphanumeric; 6 Characters; Mandatory Specify the subject of the query, by selecting it from the drop down list.
Problem Description	Alphanumeric; 255 Characters; Mandatory Narrate the problem, if any, or the statement of the query, in a few words.
Helpdesk Events	You must specify the details of the modes in which any query is initiated or followed up, in this section
Helpdesk Mode	Mandatory For new queries, the mode specified here must be Inquiry. Select the help desk mode from the drop-down list. The list displays the following values: Action Inquiry
Event Date/Time	Display The time at which the query/follow up action was received is displayed here.
Event Mode	Mandatory Select the mode through which the query / follow up action was received. from the drop-down list. The list displays the following values: Person Telephone Fax Mail Others
Event Description	Alphanumeric; 255 Characters; Mandatory Give a brief description, if any, about how the query / follow up action was received.
Event Object Available	Indicate from the drop-down list if the event object is available or not. The list displays the following values: Yes No
Event Image	If the details of the query / follow up action is contained in a document, specify the path to the same here. Click Event Image button to upload the image.