Use this screen to view or update the details of a Help Desk entry, or thread, including the addition of new notes or relevant information. To access the screen, click a link in the Title column of any of the following Help Desk screens: List Entries Assigned To Me screen, List Outstanding Entries screen, List Affiliate Outstanding Entries screen, List Closed Threads screen.
Note that Helpdesk Managers and Helpdesk Operators automatically get an email alert when an entry is created. They also get an email alert for a change of Status, Title and Type, if relevant options are ticked in the Manage User screen.
The fields on this screen are grouped into a number of sections, and have the following properties:
| Field | Properties |
|---|---|
| Status | Status of the entry, selected from a list: 'Open', 'In Progress', 'Closed. You can immediately change its status by clicking a button displayed, if appropriate, to the right of the list: In Progress, or Close. |
| Type Of Entry | Help desk entry type, selected from a list: 'Account', 'Alert', 'Technical', 'Business', 'Affiliate'. |
| Title | Short description of the issue. |
| Affiliate | Affiliate that the entry belongs to, selected from a list. |
| Assigned To | Affiliate user that the entry belongs to, selected from a list. Users appear in this list if they are a member of the 'Help Desk Operator' group, specified using the List User Groups screen. |
| Sent To Email | Email address that the entry was sent to, only shown if appropriate. If a support address, it is routed to that affiliate's Help Desk. Click the Block TO Email button to block emails sent to this address - you can also add or remove blocked email addresses using the List Help Desk Blocked Email Addresses screen. |
| Send From Email | Email address used to send the entry, only shown if appropriate. If it matches an account, a link is added to the entry to provide a shortcut to that player's account (below). Click the Block FROM Email button to block emails sent from this address - you can also add or remove blocked email addresses using the List Help Desk Blocked Email Addresses screen. |
| Link to Account Id | Player account ID the Help Desk entry relates to, if appropriate. |
Change the details of the entry in the Main section, then click the Update button to store them, or click the Update & Finish button to store them and return to the previous screen.
| Field | Properties |
|---|---|
| Description | For example 'Unblock Player', 'Credit Player', 'Re-enable Game'. |
| Status | 'Processed', 'Available', 'Disabled'. |
| Process (see explanation below) | Either: an action line including Process and Disable buttons, if the status is 'Available'. Or: a line of text describing what action was processed (or not), including the operator name, date and time, if the status is 'Processed' or 'Disabled'. |
The Help Desk Actions section is included only for certain Help Desk entries, for example relating to Fiscal Defense Checks, where one or more functions are offered via buttons to process a response that would otherwise require accessing several screens manually to fulfill. After either of the buttons is clicked, the action line reverts to a line of descriptive text. Read the procedure about Handling Financial Defense Help Desk entries for more information.
| Field | Properties |
|---|---|
| Add New Record | Free text field for details to enter. |
Add a descriptive note in the free text field of the More Information section, then click the Add Detail button to store it (in the Added Details section below), or click the Add Detail & Finish button to store it and return to the previous screen. These notes also become linked to individual player records, where relevant.
| Field | Properties |
|---|---|
|
Added By: User on Date Time |
Lists information added for the Help Desk entry, either manually using the More Information section (above) or automatically by the system. System generated details usually include links to related information, for example a player's account, or a game. |
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2017 AliQuantum Gaming v3.0.201710130000 - 03/02/2017 - 16:29 |