Specify which ticket types to assign the knowledge base items to.
To assign ticket types to an item
In the Manager, select the Help desk > Basic configuration data > Thesaurus category.
Select the item in the result list.
Select the Assign ticket type task.
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 
NOTE: Tickets that are added to the thesaurus are labeled Ticket accepted in Thesaurus.
To assign items to tickets
In the Manager, select the Help desk category and select a filter.
Select the item in the result list.
Select the Thesaurus task.
In the Add assignments pane, assign the items.
TIP: In the Remove assignments pane, you can remove item assignments.
To remove an assignment
Select the item and double-click
The following information is used to determine reaction times and solution times:
Service agreements from the identity’s cost center
Service agreements from the identity’s department
Service agreements through the identity’s business roles
Service agreements for the product
Default settings from configuration parameters
The Helpdesk | ReactionTime configuration parameter contains the default time in minutes in which a reaction to the ticket should take place. The default value is 10 minutes.
The Helpdesk | SolutionTime configuration parameter contains the default time in hours in which the issue must be solved. The default value is 48 hours.
In the Designer, you can modify the configuration parameter as required.
Minimum reaction and solution times are determined from all these agreements. Subsequently all the data that has been determined is rounded up to the next working day. The working day is determined by taking the identity’s public holidays into account. Public holiday are entered by state (county) in the One Identity Manager. You can add separate public holidays for states.
Take into the account the following variations in order of priority to find out to which state the identity is assigned.
Priority 1: The identity is assigned directly to a state.
Priority 2: The identity’s location is assigned to a state.
Priority 3: The identity’s business role is assigned to a state. If there are several business roles with different states they are sorted alphabetically and the first state is taken.
Identities that come into consideration:
The identity that logged the ticket
The help desk staff members who accepted the ticket
Because different states could be determined for these identities, processing is controlled by the Helpdesk | HoliDayRule configuration parameter. In the Designer, you can modify the configuration parameter as required.
| Value | Meaning |
|---|---|
|
0 |
With this option, working hours are 24 hours from Monday to Friday. Saturday and Sunday are counted strictly as weekend. Public holidays are not taken into account. |
|
1 |
With this option, the caller's location determines working hours, weekends, and public holidays. |
|
2 |
With this option, the help desk staffer's location determines working hours, weekends, and public holidays. |
|
3 |
With this option, the caller's and the help desk staffer's local working hours, weekends, and public holidays are calculated respectively and the maximum taken from both. |
|
4 |
With this option, the caller's and the help desk staffer's local working hours, weekends, and public holidays are calculated respectively and the minimum taken from both. |
When the working hours are calculated, the following configuration parameters are also observed:
To exclude public holidays from the working hours calculation, in the Designer set the QBM | WorkingHours | IgnoreHoliday configuration parameter.
To exclude weekends from the working hours calculation, in the Designer, set the QBM | WorkingHours | IgnoreWeekend configuration parameter.
You can enter the time taken for processing automatically or manually. The total time and effort is calculated from the all the processing times. This shows you an overview of the total processing time required for a ticket and detailed information about the processing time required for each individual ticket.
To display a ticket's processing time
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.
This shows you an overview of the total processing time required for a ticket and detailed information about the processing time required for each individual ticket.
Billable effort [min]: Processing times in minutes that are not labeled with the Internal option.
Internal effort [min]: Processing times in minutes that are labeled with the Internal option.
Time and Effort Summary: Summary of time and effort taken individually.
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