The Morning Call System is the lifeline of VESG. It shows analysts, service consultants, and managers alike what issues are confronting the business at any point in time. As well, it measures the impact of those issues. It is the public-facing analysts and service consultants that first become aware of Issues so they may be created in the system. Linking the Remedy ticket when a customer’s call is associated with the Issue provides data. It is important, then, that all customer impact be captured and linked to the appropriate White Board Issue.

This manual will explain how to read the White Board issues and how the White Board System operates. In order to make the manual easier to view and understand we have created several links on the main page pointing to the information specific to that category. Simply select the category name or a link within the following text to take you to the specified information.

You should be presented with the following screen. You will now need to click on the BSS White Board link in the Left-Hand Menu. This will take you to the White Board System.

Here is a partial screen view of the initial White Board System window:

To view an Issue, click on it.

Once an issue has been closed, it moves to the historic files. If you need to look at a Historic Issue, click on View Historic. Issues moved to Historic automatically move to Archived after 14 days.

If you wish to search for an Issue, click on Search.

Here is a partial screen view of the White Board System when an Issue has been viewed:

Any Historic Issue would look similar. In place of the red OPEN background, there is a gray HISTORIC background. (Linking inappropriately does change the CII, or Customer Impact Index. And this should be avoided at all costs.)

Here is a partial screen view of the Search function:

To conduct a search, configure the Search window according to what you want or need to search on. If you make a mistake and wish to start over, click on the Reset button. When you are ready to initiate the search, click on the Show White Board Items button. The results will be displayed in the upper left frame window.

The screen refreshes every 60 seconds to bring you the most up to date information available.

Technical Author: Christopher G. Van Gorder

Technical Reviewer: Kurt Johnston

Web Site Developer: Dave Foster

Edited for VESG: Andrea L. Brown

Copyright © 1999, 2000

VESG. All rights reserved. No part of this manual may be reproduced or transmitted in any form by any means, without the prior written permission of VESG.