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Identity Manager 9.2 - Help Desk Module User Guide

Assigning devices to service agreements

Assign service agreements to devices to determine ticket reaction and solution times.

To assign a device to a service agreement

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

  2. Select the service agreement in the result list.

  3. Select the Assign devices task.

  4. In the Add assignments pane, assign the devices.

    TIP: In the Remove assignments pane, you can remove the device assignments.

    To remove an assignment

    • Select the device and double-click .

  5. Save the changes.
Related topics

Products

Tickets taken by default in the One Identity Manager are about devices and workdesks. You can set up products to, for example, enter tickets for software, resources, and also departments, cost centers, locations.

To create or edit a product

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

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

    - OR -

    Click in the result list.

  3. Edit the main data.

  4. Save the changes.

Edit the following main data for a product.

Table 9: Product main
Property Meaning

Product

Name of the product.

Request level

Demand that the product makes on ticket processing, as a numerical value.

Product manager

Identity responsible for the product.

Description

Text field for additional explanation.

Disabled

Specifies whether the product is in use.

Spare option no. 01-Spare option no. 05

You can use the options to define other proprietary product labels. Use the Designer to customize the display names to meet your requirements.

Related topics

Assigning permitted ticket types to products

Define which ticket types can be used for a product.

To assign ticket types to a product

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

  2. Select an object in the result list.

  3. Select the Assign ticket types task.

  4. In the Add assignments pane, assign ticket types.

    TIP: In the Remove assignments pane, you can remove ticket type assignments.

    To remove an assignment

    • Select the ticket type and double-click .

  5. Save the changes.
Related topics

Assigning service agreements to product

Assign service agreements to products to determine ticket reaction and solution times.

To assign service agreements to a product

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

  2. Select an object in the result list.

  3. Select the Assign service agreements task.

  4. 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 .

  5. Save the changes.
Related topics
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