Here is what I am trying to accomplish: I want a Sharepoint list(s) that can track received client calls and all follow-up attempts from our staff.
What I initially envisioned this would look like is two lists with a relationship between them:
: INCOMING CALLS (caller's name, number, reason for call, date/time, etc)
: CALL ATTEMPTS (incoming call it is attached to, staff person who attempted a callback, result of callback, etc)
An incoming call gets logged by our staff when we get a message. After its logged, staff will begin to make call attempts. So an incoming call can have zero or more call attempts. Each call attempt needs to be logged separately and connected to only one incoming call. Once a call attempt is successful then the associated incoming call would also be completed.
Now, making these two lists and creating a look-up field is not all that challenging. What I am not sure about, however, is how to merge these two lists into one cohesive system. I would like a view to be able to show all the pending calls along with all the call attempts (so that staff can see which hasn't had an attempt in the longest time, etc).
My question is: what's the best way to approach this? Would you recommend using a Workflow? Or some jQuery from SPServices? Some other approach I am not thinking of?
Note: am on Sharepoint 2003.