You are here:

Scripting

You can create call scripts that Analysts can use when responding to a User’s call. A script can provide a step-by-step approach to help an analyst resolve a call. Scripts can also be made available on the Self Service Portal through the Self Help menu.

Before you start

Configured must be selected under Scripting Options in the IPK Settings window. This also enables the Scripting explorer option on the Call Details window. Select the Type option in the same window if you want scripts to be linked to issue types.

You must have IPK Setup enabled in the Admin tab of your General Access Security Role.

You must have Script Admin selected in the Options tab of your IPK Management security role.

Creating a Script

Before you start

You must have IPK Setup enabled in the Admin tab of your General Access Security Role.

You must have Script Admin selected in the Options tab of your IPK Management security role.

Select Menu , then Admin, then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, expand IPK Management.
Select Scripting to open the window. A browse table displays the existing call scripts, with checkboxes indicating whether they are available in the full application and/or the Self Service Portal. (You may like to adjust the column widths to see all of the columns.)

Select . A row is added to the browse table.
In the Script column, type the name of the script you want to create into the field.
To enable Analysts to access the script in ASM Core, select the checkbox in the Full Application column.
To enable Users to view the scripts on the Self Service Portal, select the checkbox in Self Service Portal column.
Select to add the Script details.
The script’s name displays in the Title field and cannot be edited in this window.
From the Script box, showing the layout of the script as a tree with different options, select Add to add a new option. This opens the New Option window .
Type a title for the script option. Select Ok. The option displays in the script tree layout. (If you want to remove the option from the script, select the option in the Script box and select .)
If the selected option is a prompt, that is, a question the Analyst is likely to ask the User, type it in the Prompt field (for example: “Is it a problem with Word?”).
If the option is an answer to a question, that is, a piece of advice for dealing with a particular issue, type the advice you would like to use in the Advice field.
Repeat these steps to create another option.
To attach a file to the script or the currently selection option in the script, select and upload an object.
At Linked Types, select to choose an issue type. In the multi-tier type list, double-click the issue type to select it.
Select Add to link the current script to the issue type. To remove an issue type from a script, select the issue type and select .

The type you link to a script is only used to filter scripts when an Analyst selects a call type in the Call Details window within the main application. If a User logs a call from a script through the Self Service Portal, the linked type is not allocated to the call.

Select to save the changes. Provide the Change Reasons if prompted to do so.

Once you select , the browse table displays the entries in alphabetical order.

Renaming a script

Before you start

You must have IPK Setup enabled in the Admin tab of your General Access Security Role.

You must have Script Admin selected in the Options tab of your IPK Management security role.

Select Menu , then Admin, then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, expand IPK Management.
Select Scripting to open the window. A browse table displays the existing call scripts, with checkboxes indicating whether they are available in the full application and/or the Self Service Portal. (You may like to adjust the column widths to see all of the columns.)

In the Script column, select the name of the script you want to rename.
Type the new name for the script over the current name.
Select to save the changes. Provide the Change Reasons if prompted to do so.

Updating a script

Before you start

You must have IPK Setup enabled in the Admin tab of your General Access Security Role.

You must have Script Admin selected in the Options tab of your IPK Management security role.

Select Menu , then Admin, then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, expand IPK Management.
Select Scripting to open the window. A browse table displays the existing call scripts, with checkboxes indicating whether they are available in the full application and/or the Self Service Portal. (You may like to adjust the column widths to see all of the columns.)

In the Script column, select the the script you want to update.
Select to display the Script details.
Make the necessary changes.
Select to save the changes. Provide the Change Reasons if prompted to do so.

Deleting a Script

Before you start

You must have IPK Setup selected in the Admin tab of your General Access Security Role.

Select Menu , then Admin, then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, expand IPK Management.
Select Scripting to open the window. A browse table displays the existing call scripts, with checkboxes indicating whether they are available in the full application and/or the Self Service Portal. (You may like to adjust the column widths to see all of the columns.)

To delete a script, select it and select .
Select to save the changes. Provide the Change Reasons if prompted to do so.