Special Handling Types Options

casm1401
HID_Special_Handling_Type
This article contains the following:
Create a Special Handling Type
You can associate contacts to special handling types. This association lets you easily view and locate contacts that require special attention, for example, to identify tickets in a list that specify Very Important Person (VIP), vision that is impaired, or visitor as affected end users. You can create special handling types and can associate them to contacts.
To create a special handling type, perform the following:
Follow these steps:
  1. On the Administration tab, select Service Desk, Application Data, Codes, Special Handling Types.
    The Special Handling List page appears.
  2. Click Create New.
    The Create New Special Handling page appears.
  3. Complete the fields as appropriate, and click Save.
  4. Click Update Special Handling Members.
    The Contact Search page appears.
  5. Complete the search fields as appropriate and click Search.
  6. Select one or more contacts from the Contacts column and use the move button (>>) to move the contacts to the Special Handling column. Click OK.
    You can remove a contact from an association by using the move button (<<). Move the contact from the right column to the left column.
    The special handling type is created and it is associated with contacts.
  7. Click Close Window.
Edit a Special Handling Type
You can edit special handling types that you can use to associate to contacts. For example, you can add contacts (members) to a special handling type.
To edit special handling types, perform the following:
Follow these steps:
  1. On the Administration tab, select Service Desk, Application Data, Codes, Special Handling Types.
    The Special Handling List page appears and lists special handling types.
  2. Click a name link.
    The Special Handling Detail page appears.
  3. Click Edit.
    The Update Special Handling page appears.
  4. Edit the fields as appropriate.
  5. Select the Special Handling tab, and click Update Special Handling Membership.
    The Special Handling Search page appears.
  6. Complete the page fields as appropriate, and click Search.
    The Special Handling Update page appears.
  7. Use the move controls (>> and <<) to add or remove special handling type associations. Click OK.
    The special handling type is updated.
  8. Click Save.
    The special handling type is updated.
Special Handling Types Fields
The following fields require explanation:
  • Name
    Specifies the name of the special handling type, for example, VIP, Visually Impaired, Visitor, and so on.
  • Icon
    Specifies the URL for the icon graphic that displays with the alert banner, for example, icon\visitor_icon.jpg, to display an alert banner. If you do not specify an icon URL, no alert icon appears on the ticket detail page. The format of the URL is http[s]://
    server_name
    :
    server_port
    /CAisd/img/icon_file. For example:
    http://server_name:8080/CAisd/img/glasses.gif
  • Escalate Urgency
    Uses the special handling type to escalate the corresponding ticket priority.
  • Auto-Display Notes
    Indicates whether the contact notes (ca_contact.comments) automatically display in an alert banner following the alert text banner when the affected user of the ticket is associated with the special handling type.
  • Alert Text
    Specifies the text to display in an alert banner, for example, Visitor. If you do not specify text, no alert text or highlighting appears on the ticket detail page.
  • Description
    Describes the special handling type, such as Very Important Person.
Add an Icon to a Special Handling Object
You can add an icon to a special handling object to identify the object. The icon file is located in the NX_ROOT/bopfg/www/wwwroot/img folder.
To add an icon to a special handling object, perform the following:
Follow these steps:
  1. On the Administration tab, select Service Desk, Application Data, Codes, Special Handling Types.
    The Special Handling List page appears and lists special handling types.
  2. Click a name link.
    The Special Handling Detail page appears.
  3. Click Edit.
    The Update Special Handling page appears.
  4. Specify the URL in the Icon field and click Save. The format of the URL is http[s]://
    server_name
    :
    server_port
    /CAisd/img/
    icon_file
    . For example:
    http://server_name:8080/CAisd/img/glasses.gif
    The filename can be  case-sensitive depending on the web server used. If the case is incorrect, the icon is not displayed.
    The special handling icon is added.
How to Identify Tickets for Special Handling Contacts
Special handling contacts are contacts that require special attention, for example, security-risk monitoring, a visitor badge, or requiring special equipment. You can identify tickets for which the affected end user is a contact that requires special attention. For example, you can identify tickets in a list that specify Very Important Person (V.I.P.), vision that is impaired, or visitor as affected end users.
To identify tickets for which the affected end user is a special handling contact, perform the following:
  • Navigate the Scoreboard to ticket lists.
    Special handling contact rows are highlighted and show an alert flag.
  • As an analyst, navigate the Scoreboard to the V.I.P. folder.
    The V.I.P. folder includes subfolders for each ticket type. The subfolders include tickets for affected end users who are VIP special handling contacts.
  • Navigate the Scoreboard, open ticket Details, and click Quick Profile for the affected end user on a ticket.
    An alert banner appears on the page to identify contacts with special handling types.
    An alert icon also appears if an alert icon is associated with the special handling type.
  • Browse the Administration tab and open Contact Details.
    An alert banner appears on the page to identify contacts with special handling types.
    Note:
    An alert icon also appears if an alert icon is associated with the special handling type.
List Special Handling Types
You can list special handling types that you can use to associate to contacts.
To list special handling types
  1. On the Administration tab, select Service Desk, Application Data, Codes, Special Handling Types.
    The Special Handling List page appears, lists special handling types, and corresponding information.
  2. (Optional) Click a name link.
    Details about the special handling type appear.