Identity Manager 9.1.1 - 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

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

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

In the Manager, select the Help desk > Basic configuration data > Thesaurus category.
Click in the result list.
Enter an item in the thesaurus.
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.

Assigning call types to items

To assign call types to an item

In the Manager, select the Help desk > Basic configuration data > Thesaurus category.
Select the item in the result list.
Select the Assign call types task.
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 .
Save the changes.

Assigning items to calls

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

To assign items to calls

In the Manager, select the Help desk category and select a filter.
Select the item in the result list.
Select the Thesaurus task.
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 .

Save the changes.

Identity Manager 9.1.1 - Help Desk Module User Guide

Creating and displaying call history

Prerequisite

Creating a knowledge base

Related topics

Assigning call types to items

Related topics

Assigning items to calls

Related topics

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Identity Manager 9.1.1 - Help Desk Module User Guide

Creating and displaying call history

Prerequisite

Creating a knowledge base

Related topics

Assigning call types to items

Related topics

Assigning items to calls

Related topics