HEAT Assignments - HEAT Assignments allow calls to be transferred to the appropriate Technician.

Creating Assignments: After completing the Call Record, click on the Assignment tab. Right click and choose New Assignment. Save the Call Record and it is assigned.

Acknowledging Assignments: When a call has been assigned to you or if you are assigning a call to yourself, right click on the Assignment window and click acknowledge. This lets the HEAT system know that you are aware of the call..

Resolving Assignments: Once a Call has been completed, the final step is to Resolve the Assignment. If the call is done right click and choose Resolve and then choose Completed from the drop down menu. Then click the Quick Close button to Close the call and Save it.

Re-assigning Calls: If the call needs to be reassigned for further work before it can be completed right click, choose Resolve and mark the call as Reassigned. Save the Call Record and then right click and choose New Assignment. Select the Technician who the call will be reassigned to and then save the Call Record.

Note: If you check for new calls and someone else shows up in the assignment but it is marked Reassigned look down in the bottom right corner of the assignment tab. There should be a blue arrow which allows you to click through all assignments for that call.

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