This was a document i produced for another office so they could log calls and attach journals in HEAT.

1. Airwide Solutions
How to log calls & Journals in HEAT
Document version: 1
Document date: 22 August 2007
Reference: P7272pProdSUPHeat
Company confidential
DRAFT

2. For more information on Airwide Solutions, visit our web site:
http://www.airwidesolutions.com/
Every reasonable effort has been made to ensure the information and procedures detailed in this
document are complete and accurate at the time of printing. However, information contained in this
document is subject to change without notice.
© Copyright of Airwide Solutions 2006. All rights reserved.
The copyright in this work is vested in Airwide Solutions and the information contained herein is
confidential. This work (either in whole or in part) must not be modified, reproduced, disclosed or
disseminated to others or used for purposes other than that for which it is supplied, without the prior
written permission of Airwide Solutions. If this work (or any part of it) is provided to a party ("Other
Party") under a contract between Airwide Solutions and the Other Party, then the use of the work by
the Other Party shall be governed by the provisions of the contract.

3. Document history
Issue Date Changes since last issue Owner
1 22-08-07 New Document G. Angel
Changes since last issue
Document control
Owner: Messaging Helpdesk Title: Helpdesk
Approved by: P Golebiowski Title: 3rd
Line Support Manager
Signature: Date:
Review record ref.: Distribution: Airwide Solutions
File name: How to log calls & Journals in HEAT

4. Error: Reference source not found Error: Reference source not found
Contents
Document history.................................................................................................................................c
Contents............................................................................................................................................... i
List of figures..................................................................................................................................i
1 Introduction........................................................................................................................................1
1.1 Document goal.........................................................................................................................1
1.2 Intended audience...................................................................................................................1
2 Logging Calls.....................................................................................................................................2
2.1 1st Entry Journals....................................................................................................................3
2.2 Consecutive Journals...............................................................................................................3
3 Internal Communication.....................................................................................................................4
4 Adding Attachments..........................................................................................................................5
5 Updating Existing Calls......................................................................................................................6
List of figures
Figure 1.Call Logging Screen................................................................................................................2
Figure 2.Journal Screen........................................................................................................................4
Figure 3.Attachment Button...................................................................................................................5
Figure 4.File Not Found.........................................................................................................................5
Figure 5.Journal Index...........................................................................................................................6
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Reference: P7272pProdSUPHeat Document version: 1 Error: Reference source not found
i

5. 1 Introduction
1.1 Document goal
This document will show you how to correctly log calls and journals in HEAT. So once
logged they are in the same format no matter who logs the calls.
1.2 Intended audience
Any Airwide Solutions user who will be Using HEAT by logging or updating calls.
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6. 2 Logging Calls
Once a call comes in to the office whether it be by email or telephone, THEY ALL NEED TO
BE LOGGED IN HEAT.
To do this obviously you need to have HEAT installed and opened.
Click on the top right Icon to log a new call, and a blank call record will come up.
Figure 1. Call Logging Screen
Table 1: Compulsory Fields
Field Example
Customer I.D VDF-OPS, LIB,SUO,
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The Chronology part
will auto complete as
soon as you set your
Call Status and click
on save in the journal
Screen.

7. Field Example
Contact Name Who logged the call, or 3rd
party name of
contact
Owner of Call The Engineer who is dealing or group name
Call Description Call Description
Severity Service Affecting or not?
Priority Low, Normal, High
Source How were you notified? Phone, email?
System I.D What Airwide System (Router, SMS,USC)
Once you have filled out the call logging part of the screen you may now save the screen by
clicking on the Button.
2.1 1st
Entry Journals
Once you have logged the call you need to put a journal in. Click on the Journal Tab at the
bottom of the screen . Once you have done this you should see the icon
next to it lit up as shown . Click on the icon and a new screen will
appear.
Again fill in all the compulsory fields:
Table 2: Journal Compulsory Fields
Description Example
Call Status 1st
Journal is responded, then follow actions
on journal screen.
Responsible for Next Action Who does the next action, customer,
another office, 3rd
Party?
Summary Start with 001 then what has been done so
far. Next one will be journal 002, and so on.
Next Actions Who’s next task is it.
2.2 Consecutive Journals
Any Journals that get logged after that need to have the Journal number so if we need to
refer back to an email that was sent HEAT and S: Drive match up, this is mainly for
attachments.
So in effect your email when you forward it on or save it should look like this:
<Call ID Number from HEAT>-<Journal Number>,<Customer Acronym>,<Root of Problem>,
e.g. 21854-001(LIB) VDF NL Router Upgrade from v7.0.1.to v8.0.1
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8. 3 Internal Communication
When you send an email to another office to progress with the call or assist, It also needs to
be entered in HEAT.
Figure 2. Journal Screen
Any Airwide Solutions Customer who requires access to their HEAT Calls can do so by
requesting it from the Messaging Helpdesk. Once they log on to their Extranet site they can
view any calls that have been logged, therefore any communication that you need to send to
another office or you don’t wish the customer to see needs to be put in the technical notes
part. The customer can only see the parts that are shaded blue.
Once you have added the journal click on the Save button .
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9. 4 Adding Attachments
Once you have logged the call an attachment needs to be added so that other Airwide
Solutions engineers are able to view the call and it’s progress if need be.
To add an attachment, click on in the bottom left hand corner of the screen. You will
then be given 1 selection at this stage to Add an attachment.
Click on the button and the following screen should appear:
Figure 3. Attachment Button
For the description you need to enter the Call ID Number.
For the File Name you need to type in the location of where you are going to put it, for
example:
If you get a message saying:
Figure 4. File Not Found
You haven’t created the folder, you need to create the folder by saving the email first and
creating the folder under the correct Acronym.
Any subsequent emails for this call will then go in to this attachment.
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10. 5 Updating Existing Calls
When you need to update existing calls that are already logged in HEAT, you first need to
have the Call ID Number then you follow it on with the following journal number in the exact
same way as though you are putting your first journal in (apart from the status being
Unchanged or completed rather than Responded.
If you click on the Box it will take you to the Journal index screen so you can see
what number the next journal will be:
Figure 5. Journal Index
From here you just need to click on and it will take you to the new journal where you
can start typing and then click save once complete.
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