Closing Calls

This topic relates to the Nano interface.

Nano provides multiple methods for closing a call:

From the Call Details window
From the Call Search and Calls Outstanding windows

When closing calls from the Search or Outstanding windows you must complete the Call Close. Also, you can select and close multiple calls in one action.

Before you start

To view calls, IPK Analyst must be selected in the Options tab of your IPK Management Security Role.

Display the Call Close window using one of these methods from the Search or Outstanding windows:

From the results table, select one or more calls, then right-click on the call(s) and select .

You must have Bulk Close Call enabled in your IPK Management Security Role.

From the Kanban layout, drag the call to a column with the closure status.

The selected status must have the Close setting enabled in System Admin Call Status Titles.

Complete the details.

Note	Enter your text for the note. Standard formatting options are available.
Visible in Self Service Portal	Select to make your comments visible in the Self Service Portal. Deselect to only display your comments to analysts in ASM Core and Nano.
Security	Select a security profile to allow only analysts with that security profile to see your notes in the work item history in ASM Core or Nano. You can only see the security profiles to which you have access. If you do not have access to any security profiles, this field is not displayed.
One Liner	Type a summary of the solution provided to the user. This is used in management summary reports.
Issue Cause	Select to display the list of call closure reasons. The list of reasons may be restricted by the Type selected on the call, if configured that way by the System Administrator.
Issue Status	Select the status that best describes the status of the call at the time of closure.
Resolved / Unresolved	Select a resolution option to indicate whether the call has been resolved or is being closed as unresolved.
Close Child Calls	Calls related to the same issue are often linked as child calls to one parent call. Select this check box to close linked child calls.
Email User	This option is only available if Email to Users is selected in the Messaging window in System Admin. Select this option to send an email message to the user who reported the problem, with all the details of the closed call. The contents of the Note field will not be included in the email unless the Visible in Self Service Portal option is selected.
Email Closure Group/Analyst	This option is only available if a Closure Method of Comments or Closure Group is selected in the IPK Settings (Partitioned) window in System Admin. Select this option to send an email message to the analyst or group defined responsible for call closures.

select to save the changes and close the window.

select to cancel the changes and close the window.