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Identity Manager 9.0 LTS - Help Desk Module User Guide

Call priorities

Enter priorities for calls if you want to grade them in order of importance.

To create or edit a call priority

  1. In the Manager, select the Help Desk > Basic configuration data > Priorities category.

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

    - OR -

    Click in the result list.

  3. Edit the main data.

    Table 3: Call priorities main data
    Property Meaning

    Priority

    Name of the call 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 call priority is in use.

  4. Save the changes.

Call types

Enter call types if you require further categorization.

To create or edit a call type

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

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

    - OR -

    Click in the result list.

  3. Edit the main data.

    Table 4: Call type main data
    Property Meaning

    Call type

    Type of call such as, device error, software error or operator error.

    Parent call type

    By specifying a parent call type, you build a hierarchical structure.

    Product

    To capture possible error types for a product, assign a product to the call type.

    Description

    Text field for additional explanation.

    Disabled

    Specifies whether the call type is in use.

  4. Save the changes.
Related topics

Severity codes

Define severity for call in order to grade the level of disturbance to work through an error.

To create or edit a severity code

  1. In the Manager, select the Help Desk > Basic configuration data > Severity category.

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

    - OR -

    Click in the result list.

  3. Edit the main data.

    Table 5: Main data for a severity code
    Property Meaning

    Severity code

    Name of the severity code. The following severity levels are predefined:

    • 000, 001, 002

    • Level 1: Critical business impact

    • Level 2: Significant business impact

    • Level 3: Minimal business impact

    • Level 2: Nominal business impact

    Description

    Text field for additional explanation.

    Disabled

    Specifies whether the severity code is used.

  4. Save the changes.

Escalation levels

Enter escalation levels to define handling procedures for incoming calls.

To edit or create an escalation level

  1. In the Manager, select the Help desk > Basic configuration data > Escalation levels category.

  2. In the result list, select the escalation level and run the Change main data task.

    - OR -

    Click in the result list.

  3. Edit the escalation level's main data.

    Table 6: Main data for escalation levels
    Property Meaning

    Escalation level

    Name of the escalation level.

    Description

    Text field for additional explanation.

    Disabled

    Specifies whether the escalation level is in use.

  4. Save the changes.
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