Scripts

At times, an agency may want to gather additional information from a customer who reports an issue. The Problem Setup module enables agencies to create a script of questions that customer service agents should ask when documenting a particular problem on a Request.

When the agent selects the Problem on the Request form and attempts to save the record, a pop-up with the applicable Script appears, allowing the agent to record the customer's responses.

The Problem Setup > Scripts grid lists the questions a user should ask someone submitting a Request for this Problem.

Open the Work > Administration > Work Flow Setup > Problem Setup module.
Click the to expand the Problem Setup record to which you would like to add a Script item.
In the Scripts grid, click the button. The Work Flow Setup Scripts Form appears.
Enter the Sequence (number) in which the new item should appear in the list of Script items.
In the Question field, enter the question you would like the person documenting the Request to ask the customer.
Enable the Required option, if desired. This prevents the user from closing the Script pop-up if he/she hasn't recorded a response to the question.
Save and close the record. The next time a user attempts to save a Request bearing that Problem, the Script item will appear in a pop-up.

Sequence*	Indicates the numerical order in which this question should be asked.
Question*	Lists the specific question the user should ask the person making the Request.
Required	Directs the system to require the user to enter a response to the Script Question before closing the Request.