As every ServiceDesk knows, phone calls are a very common task, performed up to 100 times a day (total) for ours. Manually typing in phone numbers into your phone/lync/skype for business can consume large amounts of time. Looking at the number, typing it in and clicking call. Maybe 15-20 seconds each? Over a day you could save you an hour or more.
Using Service Manager ‘Tasks’ I have been able to streamline this process to only requiring two clicks. I will guide you through the process below.
Note: Your users will need to have the ‘Business Phone’ field present with their phone number for this to work.
- Go to your Service Manage console. Click Library. Click Tasks.
- Click Create Task.
- Name your Task, select the Target Class. You will need a task for each type of Work Item. Incident/Service Request/Problem. Select your custom Management Pack to store your tasks in. (If you don’t have one, make one!)
- Go To Categories. This is where you can scope each task to only show in that work item view by selecting work item task group.
- Under Command line, paste the path to the lync/skype for business executable on your local PC.
- Now to get the phone number from the ‘Affected User’ and into Lync/Skype for Business ready to dial. Under Command line and ‘Properties’ click ‘Insert Proprty’, scroll down to ‘Affected User’ and search for ‘Phone’ select ‘Business Phone’ and hit Add.
- Now for Lync/Skype for Business to be able to pass it through from command line, we only need to add ‘tel:’ to the front of the property we just inserted and surround it by quotation marks. As follows:
- Select whether you want the task to be logged in the action log when its ran and hit OK.
- Go back to your work item view and you’ll see your task on the tasks pane.
- Click on a work item(or open the work item) and click the “Call Affected User” task. Lync/Skype for Business will open with the number entered ready to hit call.
Thats it! You’ve now completed your ‘Call Affected User’ task. This is one of many tasks we use in Service Manager to reduce repetitive manual actions, saving time and money for the business.
I hope you enjoy this guide and please feel free to comment and share 🙂