Identity Manager 9.2.1 - Help Desk Module User Guide

The integrated help desk functionality in One Identity Manager encompasses logging a problem, linking the data and information with identities, 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 no 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 tickets

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

Support staff and teams

Set up the support staff and support teams who are given access by the help desk to create and edit tickets. For more information, see Support staff and teams.
Type of incoming ticket

Select the different possible types of incoming tickets, such as phone, fax, email, or letter. For more information, see Ticket input types.
Ticket statuses

Log the possible ticket statuses to describe each processing stage of a ticket. For more information, see Ticket status.
Ticket types

Enter ticket types if you required further categorization. For more information, see Ticket types.
Prioritizing

Enter priorities for tickets if you want to grade them in order of importance. For more information, see Ticket priorities.
Severity codes

Define severity codes for ticket in order to grade the level of disturbance to work through an error. For more information, see Severity codes.
Escalation levels

Enter escalation levels to define handling procedures for incoming tickets. For more information, see Escalation levels.
Escalation procedures

The escalation level helps to define which action should be started for which ticket event. For more information, see Escalation procedures.
Products

Tickets taken by default in the One Identity Manager are about devices and workdesks. You can define additional products for which tickets can be logged. For more information, see Products.
Service agreements

Service agreements can be used to automatically determine reaction times and solution times for tickets. For more information, see Service agreements.

Ticket input types

Select the different possible types of incoming tickets, such as phone, fax, email, or letter.

To create or edit a ticket input type

In the Manager, select the Help desk > Basic configuration data > Ticket input type category.
In the result list, select the ticket input type 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 input type.

Table 1: Main data for ticket input types
Property	Meaning
Ticket input type	Type of ticket input type. The ticket input types Phone, Fax, Email, Answerphone, SMS, Letter are predefined.
Description	Text field for additional explanation.
Disabled	Specifies whether the ticket input type is used or disabled.

Ticket status

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

To create or edit a ticket status

In the Manager, select the Help desk > Basic configuration data > Ticket status category.
In the result list, select the ticket status 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 status.

Table 2: Ticket status main data
Property	Meaning
Ticket status	Type of ticket status The ticket statuses Investigating, Open, Closed, Customer closed, and Customer response requested are predefined.
Display value	Display value for the ticket status.
Description	Text field for additional explanation.
Disabled	Specifies whether the ticket status is used or disabled.
Closed	Specifies whether the ticket is closed. Closed tickets can no longer be processed.
Placed on hold	Specifies whether the ticket is temporarily on hold. This status temporarily stops a ticket from being processed.

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Identity Manager 9.2.1 - Help Desk Module User Guide

Help desk

Detailed information about this topic

Basic data for logging and processing tickets

Ticket input types

Ticket status