Identity Manager 9.0 LTS - Help Desk Module User Guide

Basic data for logging and processing calls

Incoming calls Call status Call priorities Call types Severity codes Escalation levels Escalation procedures Service agreements

Assigning products to service agreements Assigning departments, cost centers, and locations to service agreements Assigning business roles to service agreements Assigning escalation procedures to service agreements Assigning devices to service agreements

Products

Assigning call types to products Assigning service agreements to product

Support staff and teams

Setting up support staff Creating and editing support teams General main data for support teams Organizational main data for support teams Custom main data for support teams Adding staff to support teams

Handling calls

Entering and editing calls General main data for calls Solution descriptions for calls Contact partner for calls Custom main data for calls Creating call attachments Creating and displaying call history Creating a knowledge base

Assigning call types to items Assigning items to calls

Calculating reaction and solution times of calls Determining time and effort for calls

Logging processing times automatically Entering processing time manually

Configuration parameters for the Helpdesk Module

The following configuration parameters are additionally available in One Identity Manager after the module has been installed.

Table 20: Configuration parameters for the Helpdesk Module
Configuration parameter	Description
Help desk	Preprocessor relevant configuration parameter to control the component parts for the Helpdesk Module. If the parameter is set, the help desk components are available. Changes to this parameter require the database to be recompiled. If you disable the configuration parameter at a later date, model components and scripts that are not longer required, are disabled. SQL procedures and triggers are still carried out. For more information about the behavior of preprocessor relevant configuration parameters and conditional compiling, see the One Identity Manager Configuration Guide.
Helpdesk \| Attachment	Specifies whether information about attachments to a call is provided.
Helpdesk \| Attachment \| CreatePathScript	Script for creating the attachments directory. An example implementation is in the VI_AE_CreateAttachmentPath script.
Helpdesk \| Attachment \| DialogScript	Script for generating the directory path for calls repository. An example implementation is in the VI_AE_GetAttachmentPath script.
Helpdesk \| Attachment \| RootPath	Root path for call attachments, such as \\SERV01\Attachments.
Helpdesk \| AutomatedTroubleWorkTimes	Specifies how to record the call processing times. If the parameter is set, the time from opening the call to saving the call is measured and entered as call processing time. If the parameter is not set, processing times have to entered manually.
Helpdesk \| ExcludeColumns	Llist (comma delimited) of TroubleTicket table columns excluded by the blocking logic of IsClosed and IsHistory.
Helpdesk \| HoliDayRule	Rules for working hours, weekends, and public holidays in the help desk. These are taken into account when calculating reaction and solution times.
Helpdesk \| PersonInTroubleChangeable	Specifies whether the person reporting the issues can be changed.
Helpdesk \| ReactionTime	Default time in minutes in which a reaction must take place.
Helpdesk \| SolutionTime	Default time in hours in which the issue must be solved.
Helpdesk \| TroubleHistory	Specifies whether a call history is logged. An entry is created in the call history for each action.

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Identity Manager 9.0 LTS - Help Desk Module User Guide

Configuration parameters for the Helpdesk Module