ServiceDesk 4.6.39 Update 09/30/12

Are you using the CyberOffice-based features to confirm your next days' appointments?  If not, did you know, with a very quick action each afternoon, you can have ServiceDesk send emails or automated telephone calls (aka "robo-calls") to each of your tomorrow's appointments, reminding them of the appointment, providing the time-frame, and requesting confirmation?  Yes you can, and it's very cool. 

Whether you use the email or robo-call method (you may in fact choose to use either, both or a combination), upon the customer confirming, cancelling or re-scheduling, the result is automatically placed back into ServiceDesk for you, along with a nice notation in the JobRecord's historical narrative.  In the case of robo-calling, though, there are circumstances where nothing may come back.  In particular, the customer may not answer their phone, in which case you may be curious to verify what happened on the robo-call (how many times it tried, when it tried, if it left a voice message, etc.).  That's what this new feature is for. 

Wherever in a JobRecord's narrative history you see the expression "robo-call," you may double-click on the expression, and ServiceDesk will take you to the specifically-applicable report on (as otherwise available by logging in to) the my.rossware.net website.   In other words, that expression within a JobRecord's history text is, in effect, a hyperlink to said report. 

Thus, you may double-click on what's shown as highlighted here:

To get instantly to an online report that looks something like this (the true telephone number below is blanked, because the image is from a real report):

If you forget this QuickLink trick, we've also inserted a ToolTip reminder to help.  Whenever ServiceDesk sees that that magic expression ("robo-call") exists in a JobRecord's narrative history, it will display a ToolTip as follows when you float your mousepointer over the JobHistory box:

If you are interested in this feature and have not setup with it, please call, and we'll work to get you going.