FAQ
Q: How does the 'Initial Solution Type' work when logging a call into versaSRS?
A: The Initial Solution type can only be set when:
i.) A call is logged manually (by an operator)
ii.) Can only be defined at the point of logging the call: once the call has been saved, it cannot be changed.
Note: All calls logged via email default to an Initial Solution type of Not Resolved.
The Initial Solution type can be set to:
- Not Resolved (default)
- Workaround
- Resolved
The status of the Initial Solution type can be used when reporting to determine how many calls (logged by an operator) were:
i.) Not resolved but a Workaround was provided;
ii.) Resolved at the time the call was logged.
Whilst you cannot change the Initial Solution type after the call has been logged, an operator can enter a Solution via the Call Details screen. This can be included in email correspondence via the tag (for further information, see Correspondence Tags within the on-line help).
** Additional Information **
Manual Call Logging Only - Features Available When Initially Logging A Call
i.) Solution Type: Not Resolved
The Send open confirmation... checkbox is enabled and will control whether an email is sent to the Requestor(s). If checked, and the Open Confirmation email template contains the tag, the Solution will be sent to the Requestor(s).
ii.) Solution Type: Workaround
The Send open confirmation... checkbox is enabled and will control whether an email is sent to the Requestor(s). If checked, and the Open Confirmation email template contains the tag, the Solution will be sent to the Requestor(s).
iii.) Solution Type: Resolved
The Send closed confirmation... checkbox is enabled and will control whether an email is sent to the Requestor(s). If checked, and the Closed Confirmation email template contains the tag, the Solution will be sent to the Requestor(s).