Contingency Acquisition
Support Model (cASM)
Heat Web UI can be accessed through the cASM
Support site, at www.tqsapps.com.
You will be presented with the
Login screen. Enter your cASM user
name, with the password “heat”.
There are 2 ways to
start a new call record.
Select File  New Call
Record or by Clicking
the New Call button on
the Toolbar.
The Call Log tab is the first tab of information
that must be completed for each incident.
In the User Name field,
enter the cASM User
Name of the individual
you are creating the
ticket for.
In the Incident
Description, enter the
problem/request
All fields listed with an *, including Cause,
must be filled in to close out a ticket.
Choose a service
type, Application,
next select a
category. Also select
the call type from the
drop down list.
An Incident needs to be assigned to be worked.
Assign To Self assigns the
incident to the individual
logged in.
Assign to Team, sends the
incident to the Technical
Support Center for follow up.
If you are assigning the call to the Technical Support Center, no more
information is needed.
On the Assignment
Tab, select the “Team”
field, select F9, then
choose Tier 1
Call Details will offer known resolutions or useful information
depending on the call type chosen
From the main Call Log tab
select New Journal Record
Or…
Select Journal tab select
Create Journal
Select the Journal Type from
the dropdown list and enter
any necessary information
into the text field.
All Journals will
be seen by
customers unless
the option for
“This Journal can
be seen in HSS”
is unchecked
Journal History – Shows all journals that are listed on a ticket
Save – Saves any changes that have been made to the ticket
Save and Close – Saves as well as closes out a ticket
On the
Assignments tab
you will need to
choose the
Resolve option.
If a resolved
journal has not
been entered you
will be prompted
to enter one.
All Assignments must be Resolved to save and close an Incident. You can
then choose the Save and Close option on the Assignment or Journal Tabs.
To query a previously entered incident, click on the file
menu and choose the Go To Call option.
You will be presented with a Go To
Call ID box. Enter the incident number
of the ticket you wish to query, then
click the open button.