HaloITSM Guides
Documentation to assist with the setup and configuration of the HaloITSM platform
Guides > Call Scripts
Call Scripts
| Field | Type | Description |
| Test Script | Button (Action Button Top Right) | This button will run you through your configured Call Script and produce the final summary of any information answered, along with a heading to describe the question asked. |
| Script Name | Free Text | This will be the name of the Call Script as it appears elsewhere in the system. |
| Notes | Free Text | The notes entered in this field will be used to describe the Call Script to others so they know what it is they're using. |
Questions
| Field | Type | Description |
| Questions | Table | Enter in the list of questions for the support technician to ask over the phone. |
| Sequence | Integer | This value will dictate in which order the questions are asked during this script. A higher value will come further in the list. |
| Question Type | Single Select | This choice will open up different fields below with which you can configure the type of question being asked to the call reciever. |
| Question | Free Text | This field will appear as long as the question type is not "Show a Message". This will be the question that the Agent will be presented with as a prompt to ask the caller. This will be used as the answer header in the final transcript should a Summary not be set. |
| Summary | Free Text | This field will appear as long as "Show a Message" is not selected as the question type. This, if set, will be used as the answer header in the final transcript. |
| Input Type | Single Select | This will determine how the entry of this value is submitted via the Agent. In different cases, this could be a single select from a list of choices, or a text field that can have anything put in it. |
| Choices | List | Should "Make a Choice" be selected as the Qustion Type, this will be available to list the choices available. Each choice can be given a sequence, which will dictate it's position in the list. There will then be the Text displayed by that choice, and a selection for which question should be asked next, off the back of that selection (the script can also be terminated at this point). |
| Field to Update | Single Select | This will provide a list of fields to choose from which the answer to this question will be populated and attached to the ticket. |
| Next Question | Single Select | This will present a selection for which question should be asked next, after this question has been answered (the script can also be terminated at this point). |
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