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Identity Manager 9.0 LTS - Help Desk Module User Guide

Creating and displaying call history

In order to follow though incoming calls, a history is available which shows each step in the help desk procedure and the measures that were taken.

Prerequisite

  • In the Designer, set the Helpdesk | TroubleHistory configuration parameter.

    The call history is written only if this configuration parameter is set. An entry is created in the call history for each action.

To display the call history

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

  2. Select the call in the result list and run the History task.

    You can view detailed information for each entry, the support team member and the measures taken for the call.

Creating a knowledge base

You have the option to build up a knowledge base of reported calls. The thesaurus serves as a catalog where calls are combined under a particular term. The terms that are used do not have to be included in the call description.

To define an item for the knowledge base

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

  2. Click in the result list.

  3. Enter an item in the thesaurus.

  4. Save the changes.

To display the knowledge base

  • In the Manager, select the Help Desk > Knowledge base category.

    Here you can see the calls that are assigned to an item.

Related topics

Assigning call types to items

To assign call types to an item

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

  2. Select the item in the result list.

  3. Select the Assign call types task.

  4. In the Add assignments pane, assign call types.

    TIP: In the Remove assignments pane, you can remove call type assignments.

    To remove an assignment

    • Select the call type and double-click .

  5. Save the changes.
Related topics

Assigning items to calls

NOTE: Calls that are added to the thesaurus are labeled Call accepted in Thesaurus.

To assign items to calls

  1. In the Manager, select the Help desk category and select a filter.

  2. Select the item in the result list.

  3. Select the Thesaurus task.

  4. In the Add assignments pane, assign the items.

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

    To remove an assignment

    • Select the item and double-click .

  1. Save the changes.
Related topics
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