Contingency Acquisition Support Model (cASM) HEAT Web User Interface
Launching HEAT Web UI Heat Web UI can be accessed through the cASM Support site, at www.tqsapps.com.
New Call Logging Process You will be presented with the Login screen. Enter your cASM user name, with the password “heat”. There are 2 ways to start a new call record. Select File New Call Record or by Clicking the New Call button on the Toolbar.
Call Log Screen The Call Log tab is the first tab of information that must be completed for each incident.
Gathering Customer Information In the User Name field, enter the cASM User Name of the individual you are creating the ticket for. In the Incident Description, enter the problem/request Choose a service type, Application, next select a category. Also select the call type from the drop down list. All fields listed with an *, including Cause, must be filled in to close out a ticket.
Assigning a Call An Incident needs to be assigned to be worked. Assign To Self assigns the incident to the individual logged in. Assign to Team, sends the incident to the Technical Support Center for follow up. If you are assigning the call to the Technical Support Center, no more information is needed. On the Assignment Tab, select the “Team” field, select F9, then choose Tier 1
Call Details Call Details will offer known resolutions or useful information depending on the call type chosen
Entering a Journal From the main Call Log tab select New Journal Record Or… Select Journal tab select Create Journal Select the Journal Type from the dropdown list and enter any necessary information into the text field.
Journals All Journals will be seen by customers unless the option for “This Journal can be seen in HSS” is unchecked Journal History – Shows all journals that are listed on a ticket Save – Saves any changes that have been made to the ticket Save and Close – Saves as well as closes out a ticket
Resolving/Closing a Call On the Assignments tab you will need to choose the Resolve option. If a resolved journal has not been entered you will be prompted to enter one. All Assignments must be Resolved to save and close an Incident. You can then choose the Save and Close option on the Assignment or Journal Tabs.
Querying an Incident To query a previously entered incident, click on the file menu and choose the Go To Call option. You will be presented with a Go To Call ID box. Enter the incident number of the ticket you wish to query, then click the open button.