To assign call types to a product
In the Manager, select the category Help desk > Basic configuration data > Products.
Select an object 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 
To assign service agreements to a product
In the Manager, select the category Help desk > Basic configuration data > Products.
Select an object in the result list.
Select the Assign service agreements task.
In the Add Assignments pane, assign the service agreements.
TIP: In the Remove assignments pane, you can remove service agreements assignments.
To remove an assignment
Select the service agreement and double-click
Set up the support staff and support teams that require permissions form the help desk to create and edit calls. Support teams should be seen as virtual help desk support that is available for responding to calls. Assign the staff to the support teams. Membership in support teams determines the calls displayed for the currently logged in help desk staff member. All the calls that a staff member has processed, and the calls that other members of their support team have processed, are displayed.
The help desk login has to take place through an employee related authentication module. Thus support staff who are going work on the help desk are issued with a system user. viHelpdesk is supplied as the default system user. This system user has the necessary permissions and the user interface to use the Manager to access the help desk resources in the One Identity Manager database.
To edit support staff main data
In the Manager, select the Employees > Employees category.
Select an employee in the result list and run the Change main data task.
Change to the Miscellaneous tab.
Set the Help desk employee option.
In the System user menu, select the viHelpdesk option.
Check the Default email address.
NOTE: Each employee is shown in the Help Desk > Basic configuration data > Staff category and can be edited there.
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