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Identity Manager 8.1.4 - Help Desk Module User Guide

コンテンツのナビゲーション

Basic data for logging and processing calls

Setting up staff Setting up staff groups

General master data Organizational master data User-defined master data

Calls received Call status Call types Call priorities Severity codes Escalation levels Escalation procedures Service agreements Products

Logging and processing a call

General master data for a call Solution description of a call Contact User-defined master data

Creating a call attachment Creating a call history Creating a knowledge base Determining call reaction and solution time Logging call processing times

Configuration parameters for the Helpdesk Module

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