NOTE: This function is only available if the Helpdesk Module is installed.
Use the Helpdesk Module to enter service agreements and calls for a device. For more information about the help desk, see One Identity Manager Help Desk Module User Guide.
To enter help desk data for a device
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In the Manager, select the Device & Workdesks > Basic configuration data > <filter> category.
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Select the device in the result list.
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Select the Assign service agreements task to assign the valid service agreements to the device.
The service agreements are taken into account when calculating solution and reaction times in the case of a help desk call for this device.
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Select the Show calls task to display calls entered for a device.
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Select the New call task, to enter a new call.
- Save the changes.
Workdesks are used to assign various devices to a workstation or a server. The assignment of company resources can be mainly automated by assigning workdesks to business roles, departments, cost centers, locations, or dynamic roles.
TIP: To create a workdesk automatically when you create a device for a workstation or a server, set the Hardware | Workdesk | WorkdeskAuto configuration parameter in the Designer.
To create or edit a workdesk
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In the Manager, select the Devices & Workdesks > Workdesks > Names category.
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In the result list, select a workdesk and run the Change main data task.
- OR -
Click in the result list.
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Edit the workdesk's main data.
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Save the changes.
Detailed information about this topic
Enter the following general main data of a workdesk.
Table 53: General main data of a workdesk
Workdesk |
Workdesk name.
If the Hardware | Workdesk | WorkdeskAuto configuration parameter is set, a workdesk bearing the same name is automatically created when a workstation or a server is set up. |
Workdesk type |
Type of the workdesk. |
Status |
Status of the workdesk. |
Display name |
The display name is used to display the workdesk in the One Identity Manager tools user interface. |
Description |
Text field for additional explanation. |
Primary cost center |
Cost center to which the workdesk is primary assigned. A workdesk can obtain company resources over the primary assignments when One Identity Manager is correspondingly configured. |
Primary business roles |
Business role to which the employee is assigned. A workdesk can obtain company resources over the primary assignments when One Identity Manager is correspondingly configured.
NOTE: This property is available if the Business Roles Module is installed. |
Installation date |
Date of going into operation. |
Workdesk supervisor |
Employee responsible for this workdesk. |
Checked by |
Employee who checked this workdesk. |
Date checked |
Last time the workdesk was checked. |
Check remarks |
Text field for additional explanation. |
Service type |
Information about the service done on this workdesk, for example, internal, or external service provider. |
Corresponding service agreements set up |
Specifies whether the workdesk is set up according to the service agreements.
NOTE: This property is available if the Helpdesk Module is installed. |
No inheritance |
Specifies whether the workdesk inherits company resources through roles. If this option is set, the employee cannot inherit. Direct assignments remain intact. |
Spare field no. 01 ... Spare field no. 10 |
Additional company-specific information. Use the Designer to customize display names, formats, and templates for the input fields. |
Related topics
Enter the following information about a workdesk's location.
Table 54: Workdesk location information
Primary department |
Department to which the workdesk is primary assigned. A workdesk can obtain company resources over the primary assignments when One Identity Manager is correspondingly configured. |
Primary location |
Location to which the workdesk is primary assigned. A workdesk can obtain company resources over the primary assignments when One Identity Manager is correspondingly configured. |
Fax |
Fax number. |
Remarks (fax) |
Text field for additional explanation. |
Building |
Building |
Room |
Room. |
Phone |
Telephone number. |
Floor |
Floor. |
Remarks (room) |
Text field for additional explanation. |
Related topics