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Attentions

Attentions are comments that appear on certain cards in TOPdesk. You can add attentions to Person, Object, Operator, Operator Group, Supplier and Branch Cards. You could for example specify that a person does not work on Monday, that a printer only prints black and white, or that certain software only runs on Windows.

You can manage attentions in Functional Settings > General Drop-down lists > Attention. You can create set types of attention by combining a colour with a name. The name and colour of the attention will appear identically on every card on which that attention is selected. When placing an attention on a card, you can also add a comment. This comment can be different every time.

The attentions are displayed as coloured dots on the Person, Object, Operator, Operator Group, Supplier or Branch Card on which an attention has been selected.

Comments that have been added to attentions will become visible in a tool tip when the cursor is held over the coloured dot.

Figure 1. Example of an attention beside a caller, in this case showing ‘VIP’ as attention.
Example of an attention beside a caller, in this case showing ‘VIP’ as attention.


Examples for usage

You can use attentions to single out certain cards in your processes.

Use the attention field in a selection:

  1. Create a new selection via the respective module page or the TOPdesk menu.

    tip

    Attentions are available in selections for persons, operators, operator groups and branch cards.

    You can also create selections for other cards that are linked to the above-mentioned card types.

  2. Click where... and select the attention field.

  3. Under Criteria, define the conditions for the attention.

  4. Optionally, you can add more criteria to your selection.

    The selection shows all cards that fulfill the attention criteria.

Add the attention field to an overview of certain card types to see where exceptions are applicable:

  1. Open an overview, for example Persons.

  2. On the top-right, click the cog symbol to set up the overview.

  3. In the Set up overview popup, make the Attention column visible.

    If applicable, the overview lists the attention criteria for the respective cards.

Use attention as an event filter to trigger actions, for example, based on a certain caller attention:

  1. Create a new event for 1st line calls.

  2. Under Conditions, add the attribute Attention Caller (Registered) equals / does not equal and select a value for the attention field from the drop-down menu.

  3. Optionally, you can add more conditions to your event.

  4. Link your event to the action you wish to trigger.

    The action is triggered every time the condition for the caller attention is met.

remark

This applies to events for card types where a person, branch, operator or operator group can be linked.

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