Using WSS to log technical support calls
 

Create

1. From the create menu select Issues list and name your list as wanted.

2. Select to modify the issues list and scroll down to the columns section
 

Columns

1. Add field Contact, Choice (menu to choose from). Get information from Contacts In this field Company. Input required
2. Rename field Title to Requested by (ie caller)
3. Modify field Due date. Columns type Date and time, format Date onle, Default value Todays date.
4. Modify Priority field and add/change choices that will be used (ie low, normal, high, urgent). Input required
5. Modify field Status and/change choices that will be used (ie open, closed, pending, WIP, future). Input required
6. Add field Product, Choice (menu to choose from). Enter product names as required.
7. Assigned To. No changes required.
8. Add field Brief description, Single line of text (will be used to enter call details). Input required
9. Add field Description. Multiple lines of text (will be used to enter call details).
10. Add field Progress. Multiple lines of text (will be used to enter call details).
11. Add field Resolution. Multiple lines of text (will be used to enter call details).

Standard columns in an issues list

Help Desk columns after above changes

Views

I'm going to explain my views options rather than the predefined views

1. All Calls - Displays all open calls
2. Open Calls - Displays all open calls for the logged in user
3. Closed Calls - Displays all closed calls for the logged in user
4. Pending Calls - Displays all Pending calls for the logged in user
5. WIP Calls - Displays all WIP (Work In Progress calls for the logged in user

Basically the views are all open calls for all users and open calls for the logged in user based on the status selected.
the columns displayed are Edit, Issue ID (linked to item), Created, Priority, Customer, Requested by, Product, Brief Description. All Calls also displays Assigned To.

The filters for each view are as follows:

Standard columns in an issues list

Help Desk views as described above

Completed Help Desk list

Help Desk	Adding a call
Call Logged	Callers details

If you have any feedback or questions feel free to drop me a line.