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Identity Manager 9.0 LTS - Help Desk Module User Guide

Help desk

The integrated help desk functionality in One Identity Manager encompasses logging a problem, linking the data and information with employees, devices, and workdesks as well as chronological tracking of the steps and measures taken to work out a solution to the problem. Problems can be forwarded for processing or deferred for resubmitting.

NOTE: Prerequisite for the using help desk functionality in One Identity Manager is the installation of the Helpdesk Module. For more information about installing, see the One Identity Manager Installation Guide.

One Identity Manager components for report subscription are available when the Helpdesk configuration parameter is set.

  • In the Designer, check if the configuration parameter is set. Otherwise, set the configuration parameter and compile the database.

    If you disable the configuration parameter at a later date, model components and scripts that are not longer required, are disabled. SQL procedures and triggers are still carried out. For more information about the behavior of preprocessor relevant configuration parameters and conditional compiling, see the One Identity Manager Configuration Guide.

Detailed information about this topic

Basic data for logging and processing calls

Enter basic data for reporting and processing a call in the One Identity Manager.

Incoming calls

Enter the different possible methods used to make calls, such as telephone, fax, email, post.

To create or edit a call method type

  1. In the Manager, select the Help desk > Basic configuration data > Call method types category.

  2. In the result list, select the call method type and run the Change main data task.

    - OR -

    Click in the result list.

  3. Edit the main data.

    Table 1: Main data for call method types
    Property Meaning

    Call came in by

    Type of incoming call. The call types Telephone call, Fax, Email, Answerphone, SMS, and Letter are predefined.

    Description

    Text field for additional explanation.

    Disabled

    Specifies whether the call method type is in use.

  4. Save the changes.

Call status

Log the possible call statuses to describe each processing stage of a call.

To create or edit a call status

  1. In the Manager, select the Help desk > Basic configuration data > Call status category.

  2. In the result list, select the call status and run the Change main data task.

    - OR -

    Click in the result list.

  3. Edit the main data.

    Table 2: Call status main data
    Property Meaning

    Call status

    Type of call status The call statuses Investigating, Open, Closed, Customer closed, and Customer response requested are predefined.

    Display value

    Display value for the call status.

    Description

    Text field for additional explanation.

    Disabled

    Specifies whether the call status is in use.

    Closed

    Calls with this status can no longer be processed.

    Placed on hold

    This status temporarily stops a call from being processed.

  4. Save the changes.
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