How to See the Assignment Counts in your Call Browse in HEAT 9.5.1.

HEAT 9.5.1 is here, and we’re excited because in it you’ll find a new functionality to show the call record grid of the call group you’re viewing (see last week’s HEAT Tip on more info).  You can organize the grid any way you’d like to show any part of the subset or calllog table, but can you see something simple like the assignment count?  Our answer is yes, and here’s how to do it!

1.   1. Edit Set

a.       Backup your HEAT database.

b.      Add one field in the CallLog table called “AssignmentCount”  with the following properties.  No other flags like read only, required, index, etc.  are needed.  You can add it to your CallLog form, but it’s not necessary.

c.      

d.      Add “AssignmentCount” to your CallLog grid.

e.      Commit the Edit Set.

2.  2. Business Rule

a.       Open the Business Rule Editor and start a new rule using the template “When an assignment is created”.

b.      Have it use “All non-closed Calls”

c.       Have it run a new autotask that will copy the value Asgnmnt.ResolveOrder.L into the CallLog.AssignmentCount field using an update call action.

d.      Save the Business Rule and restart the service.

 

3.  3. Call Logging

a.       In your call record grid, you’ll notice that all tickets with new assignments will reflect the assignment count.   It works by updating the ticket only when a new assignment is created.  That assignment will be assigned a number in order of which the assignment was made.

 

If you would like more information on how to make this work, or how to safely make all tickets past and present reflect the assignment count, please give us a call.  We’ll be happy to help!