Identity Manager 8.1.4 - Help Desk Module User Guide

Enter the following data on the General tab.

Table 1: General master data for a support team
Property	Description
Display name	The display name is used to display the group in the One Identity Manager tools user interface.
Email address	Support team's email address.
Group	Name of the group.
Description	Text field for additional explanation.
Deactivated	Specifies whether the user account is disabled. Set this option if you want to block usage by this support team.

Enter the following master data on the Organizational tab.

Table 2: Organizational master data for a support team
Property	Description
Department	Department to which the team is assigned.
Location	Location to which the team is assigned.
Cost center	Cost center to which the team is assigned.
Office mailbox	Office mailbox.

Table 3: User-defined master data
Property	Description
Spare field no. 01 ... Spare field no. 10	Additional company-specific information. Use the Designer to customize display names, formats, and templates for the input fields.

Define the different possible types of incoming calls, such as telephone, fax, email, post.

To edit master data for incoming calls types

Select the Help Desk | Basic configuration data | Call input types category.
Select the incoming call type in the result list and run the Change master data task.
- OR -

Click in the result list.

Edit the master data.

Table 4: Master data for calls received
Property	Meaning
Calls received	Type of call received, for example, phone, fax, email, letter.
Description	Description for the call received.
Disabled	ID indicating whether or not the call received is used.

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