Identity Manager 9.1 - 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

Call priorities

Enter priorities for calls if you want to grade them in order of importance.

To create or edit a call priority

In the Manager, select the Help Desk > Basic configuration data > Priorities category.
In the result list, select the call priority and run the Change main data task.

- OR -

Click in the result list.

Edit the main data.

Table 3: Call priorities main data
Property	Meaning
Priority	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
Description	Text field for additional explanation.
Disabled	Specifies whether the call priority is in use.

Save the changes.

Call types

Enter call types if you require further categorization.

To create or edit a call type

In the Manager, select the Help desk > Basic configuration data > Call types category.
In the result list, select the call type and run the Change main data task.

- OR -

Click in the result list.

Edit the main data.

Table 4: Call type main data
Property	Meaning
Call type	Type of call such as, device error, software error or operator error.
Parent call type	By specifying a parent call type, you build a hierarchical structure.
Product	To capture possible error types for a product, assign a product to the call type.
Description	Text field for additional explanation.
Disabled	Specifies whether the call type is in use.

Save the changes.

Severity codes

Define severity for call in order to grade the level of disturbance to work through an error.

To create or edit a severity code

In the Manager, select the Help Desk > Basic configuration data > Severity category.
In the result list, select the severity and run the Change main data task.

- OR -

Click in the result list.

Edit the main data.

Table 5: Main data for a severity code
Property	Meaning
Severity code	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
Description	Text field for additional explanation.
Disabled	Specifies whether the severity code is used.

Save the changes.

Escalation levels

Enter escalation levels to define handling procedures for incoming calls.

To edit or create an escalation level

In the Manager, select the Help desk > Basic configuration data > Escalation levels category.
In the result list, select the escalation level and run the Change main data task.

- OR -

Click in the result list.

Edit the escalation level's main data.

Table 6: Main data for escalation levels
Property	Meaning
Escalation level	Name of the escalation level.
Description	Text field for additional explanation.
Disabled	Specifies whether the escalation level is in use.

Save the changes.

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Identity Manager 9.1 - Help Desk Module User Guide

Call priorities

Call types

Related topics

Severity codes

Escalation levels