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Identity Manager 9.0 LTS - Help Desk Module User Guide

Adding staff to support teams

To add staff to a support team

  1. In the Manager, select the Help desk > Basic configuration data > Support team category.

  2. Select the support team in the result list and run the Assign employees task.

    In the Add assignments pane, add employees.

    TIP: In the Remove assignments pane, you can remove assigned employees.

    To remove an assignment

    • Select the employee and double-click .

  3. Save the changes.
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Handling calls

Calls can be added for:

  • Employees that reports the problem

  • Products that have contract conditions specified

  • Device that caused the problem

  • Workdesk that caused the problem

In the Manager, calls are filtered in the Helpdesk category according to different criteria. The logged in support team member views all the calls they have to process and as well as the calls of their support team.

There are also filters defined that trigger particular actions when they come into effect, for example, checking call activity. If the specified time limit is exceeded, the call wanders from the In limit filter to the At the limit filter and so on. You can implement company-specific filters. These do not have a time limit but can refer to priorities, status, products, problem type or a member of support.

Detailed information about this topic

Entering and editing calls

To create a call

  1. In the Manager, select the Helpdesk category and choose a filter.

  2. Click in the result list.

  3. Edit the main data.

  4. Save the changes.

To edit a call

  1. In the Manager, select the Helpdesk category and choose a filter.

  2. In the result list, select the call and run the Change main data task.

  3. Edit the main data.

  4. Save the changes.
Detailed information about this topic

General main data for calls

NOTE: When a call is added an internal call number is issued. A display name is created from the call number and the name of the employee that logged the call. The call can be found in the different user interface filters by using this name.

Enter the following data on the General tab.

Table 13: General main data of a call
Property Description


Time when the call was logged. The date that the call was entered is the current date.

Reported by

Employee that reported the problem.


Employee's telephone number.


Product for which the call was logged.


Support. The employee that is currently logged in is entered as help desk support for this call. This however, can be changed.

NOTE: If the support is deleted from the database at a later date, then a backup of the calls for this support is shown. The calls can no longer be processed.

Call status

Status of the call. The call statuses Investigating, Open, Closed, Customer closed, and Customer response requested are predefined.

Calls received

Type of call received. The call types Telephone call, Fax, Email, Answerphone, SMS, and Letter are predefined.

To solve by

Time by which to resolve the call.

Respond by

Time by which to respond to the call.


Problem description.


Measures put in place.

Call type

Type of call such as, device error, software error or operator error.


Workdesk that caused the problem.


Device that caused the problem.

Cost center

Cost center for booking.

External escalation level

Name of the escalation level.

Internal escalation level

Name of the escalation level.


Name of the severity code. The following severity levels are predefined:

  • 000, 001, 002

  • Level 1: Critical business impact

  • Level 2: Significant business impact

  • Level 3: Minimal business impact

  • Level 2: Nominal business impact


Name of the call priority. The following priorities are predefined:

  • 000: not applicable (other)

  • 001: Limited importance

  • 002: Minor

  • 003: Major

  • 004: Very important

  • 005: Extremely important

Placed on hold on

Date on which the call was put on hold.

Max. on hold [days]

Maximum number of days a call can remain in hold status.

Call added to thesaurus

Specifies whether the call was added to the knowledge base.

Main call active

Main call for this call.

Main call

Specifies whether this call the main call. You can reference all other calls the main call.

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