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

Assigning business roles to service agreements

NOTE: This function is only available if the Business Roles Module is installed.

To assign business roles to a service agreement

In the Manager, select the Help Desk > Basic configuration data > Service agreements category.
Select the service agreement in the result list.
Select the Assign business roles task.

In the Add assignments pane, select the role class and assign business roles.
TIP: In the Remove assignments pane, you can remove assigned business roles.

To remove an assignment
- Select the business role and double-click .
Save the changes.

Assigning escalation procedures to service agreements

To assign escalation procedures to a service agreement

In the Manager, select the Help Desk > Basic configuration data > Service agreements category.
Select the service agreement in the result list.
Select the Assign escalation procedures task.
In the Add assignments pane, assign the escalation procedures.
TIP: In the Remove assignments pane, you can remove the escalation procedure assignments.

To remove an assignment
- Select the escalation procedure and double-click .
Save the changes.

Assigning devices to service agreements

To assign a device to a service agreement

In the Manager, select the Help Desk > Basic configuration data > Service agreements category.
Select the service agreement in the result list.
Select the Assign devices task.
In the Add assignments pane, assign the devices.
TIP: In the Remove assignments pane, you can remove the device assignments.

To remove an assignment
- Select the device and double-click .
Save the changes.

Products

Calls taken by default in the One Identity Manager are about devices and workdesks. You can set up products to, for example, enter calls for software, resources, and also departments, cost centers, locations.

To create or edit a product

In the Manager, select the category Help desk > Basic configuration data > Products.
In the result list, select the product and run the Change main data task.

- OR -

Click in the result list.

Edit the main data.

Table 9: Product main
Property	Meaning
Product	Name of the product.
Request level	Claim that the product makes on the call processing, as a numerical value.
Product manager	Employee responsible for the product.
Description	Text field for additional explanation.
Disabled	Specifies whether the product is in use.
Spare option no. 01-Spare option no. 05	You can use the options to define other proprietary product labels.

Save the changes.

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Identity Manager 9.0 LTS - Help Desk Module User Guide

Assigning business roles to service agreements

Assigning escalation procedures to service agreements

Assigning devices to service agreements

Products

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