The integrated help desk functionality in One Identity Manager encompasses logging a problem, linking the data and information with employees, hardware and workdesks as well as chronological tracking of the steps and measures taken to work out a solution to the problem. Problems can be forwarded for processing or deferred for resubmitting.
One Identity Manager components for report subscription are available when the configuration parameter "Helpdesk" is set.
Enter basic data for reporting and processing a call in the One Identity Manager. This data describes:
To edit support staff master data
The help desk login has to take place through an employee related authentication module. Thus support staff who are going work on the help desk are issued with a system user. "viHelpdesk" is supplied as default system user. This system user has the necessary permissions and the user interface to use Manager to access the help desk resources of the database.
NOTE: Each employee is shown in Help Desk | Basic configuration data | Support staff and can also be edited there.
In addition to help desk support you can define support teams which are assigned several support staff. Support teams should be seen as virtual help desk support that is available for responding to calls. Membership in support teams determines the calls displayed for the currently logged in help desk support. All the calls that a support team member has processed, and the calls that other support team members have processed, are displayed.
To edit support team master data
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Click in the result list toolbar.
To add a help desk employee to a support team
Assign employees in Add assignments.
TIP: In the Remove assignments area, you can remove the assignment of employees.
To remove an assignment
All the calls that a support team member has processed, and the calls that other support team members have processed, are displayed.
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