To log processing times automatically, in the Designer, set the Helpdesk | AutomatedTroubleWorkTimes configuration parameter.
If the configuration parameter is set, the time from opening the ticket to saving the ticket is measured and entered as ticket processing time.
If the configuration parameter is not set, processing times have to entered manually.
NOTE: Closed tickets can no longer be processed.
If you do not enter the processing times automatically, you can enter them manually.
To enter processing times manually
In the Manager, select the Helpdesk category and choose a filter.
Select the ticket in the result list and run the Time and effort task.
Use the 
Enter the required data.
Date: Date of processing.
Duration: Time it took in minutes to process the call.
Internal: Specifies whether the processing time was spent internally.
Remarks: Remarks about processing time.
The following configuration parameters are additionally available in One Identity Manager after the module has been installed.
| Configuration parameter | Description |
|---|---|
|
Help desk |
Preprocessor relevant configuration parameter to control the component parts for the Helpdesk Module. If the parameter is set, the help desk components are available. Changes to this parameter require the database to be recompiled. 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. |
|
Helpdesk | Attachment |
Specifies whether information about attachments to a ticket is provided. |
|
Helpdesk | Attachment | CreatePathScript |
Script for creating the attachments directory. An example implementation is in the VI_AE_CreateAttachmentPath script. |
|
Helpdesk | Attachment | DialogScript |
Script for generating the directory path for tickets repository. An example implementation is in the VI_AE_GetAttachmentPath script. |
|
Helpdesk | Attachment | RootPath |
Root path for ticket attachments, such as \\SERV01\Attachments. |
|
Helpdesk | AutomatedTroubleWorkTimes |
Specifies how to record the ticket processing times. If the parameter is set, the time from opening the ticket to saving the ticket is measured and entered as ticket processing time. If the parameter is not set, processing times have to entered manually. |
|
Helpdesk | ExcludeColumns |
List (comma delimited) of TroubleTicket table columns excluded by the blocking logic of IsClosed and IsHistory. |
|
Helpdesk | HoliDayRule |
Rules for working hours, weekends, and public holidays in the help desk. These are taken into account when calculating reaction and solution times. |
|
Helpdesk | PersonInTroubleChangeable |
Specifies whether the identity reporting the issues can be changed. |
|
Helpdesk | ReactionTime |
Default time in minutes in which a reaction to the ticket capture must take place. |
|
Helpdesk | SolutionTime |
Default time in hours in which the issue must be solved. |
|
Helpdesk | TroubleHistory |
Specifies whether a ticket history is logged. An entry is created in the ticket history for each action. |
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