Identity Manager 9.2 - Help Desk Module User Guide

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

- OR -

Click in the result list.
Edit the main data.
Save the changes.

Enter the following data for a ticket priority.

Table 3: Ticket priorities main data
Property	Meaning
Priority	Name of the ticket 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 ticket priority is used or disabled.

Enter ticket types if you require further categorization.

To create or edit a ticket type

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

- OR -

Click in the result list.
Edit the main data.
Save the changes.

Enter the following main data for a ticket type.

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

Specify which products the ticket types can be used with.

To assign products to a ticket type

In the Manager, select the Help desk > Basic configuration data > Ticket type category.
Select the ticket type in the result list.
Select the Assign permitted products task.
In the Add assignments pane, assign the products.
TIP: In the Remove assignments pane, you can remove product assignments.

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

Specify which ticket types to assign the knowledge base items to.

To assign items to a ticket type

In the Manager, select the Help desk > Basic configuration data > Ticket type category.
Select the ticket type in the result list.
Select the Assign thesaurus task.
In the Add assignments pane, assign the knowledge base 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.