The integrated help desk functionality in One Identity Manager encompasses logging a problem, linking the data and information with employees, devices, and workdesks as well as chronological tracking of the steps and measures taken to work out a solution to the problem. Problems can be forwarded for processing or deferred for resubmitting.
NOTE: Prerequisite for the using help desk functionality in One Identity Manager is the installation of the Helpdesk Module. For more information about installing, see the One Identity Manager Installation Guide.
One Identity Manager components for report subscription are available when the Helpdesk configuration parameter is set.
-
In the Designer, check if the configuration parameter is set. Otherwise, set the configuration parameter and compile the database.
If you disable the configuration parameter at a later date, model components and scripts that are not 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.
Detailed information about this topic
Enter basic data for reporting and processing a call in the One Identity Manager.
-
Support staff and teams
For more information, see Support staff and teams.
-
Type of incoming call
Define the different possible types of incoming calls, such as telephone, fax, email, post. For more information, see Incoming calls.
-
Call statuses
Log the possible call statuses to describe each processing stage of a call. For more information, see Call status.
-
Call types
Enter call types if you required further categorization. For more information, see Call types.
-
Prioritizing
Enter priorities for calls if you want to grade them in order of importance. For more information, see Call priorities.
-
Severity codes
Define severity codes for call in order to grade the level of disturbance to work through an error. For more information, see Severity codes.
-
Escalation levels
Enter escalation levels to define handling procedures for incoming calls. For more information, see Escalation levels.
-
Escalation procedures
The escalation level helps to define which action should be started for which call event. For more information, see Escalation procedures.
-
Products
Calls taken by default in the One Identity Manager are about devices and workdesks. You can define additional products for which calls can be logged. For more information, see Products.
-
Service agreements
Service agreements can be used to automatically determine reaction times and solution times for calls. For more information, see Service agreements.
Enter the different possible methods used to make calls, such as telephone, fax, email, post.
To create or edit a call method type
-
In the Manager, select the Help desk > Basic configuration data > Call method types category.
-
In the result list, select the call method type and run the Change main data task.
- OR -
Click 
in the result list.
-
Edit the main data.
Table 1: Main data for call method types
|
Call came in by |
Type of incoming call. The call types Telephone call, Fax, Email, Answerphone, SMS, and Letter are predefined. |
|
Description |
Text field for additional explanation. |
|
Disabled |
Specifies whether the call method type is in use. |
- Save the changes.
Log the possible call statuses to describe each processing stage of a call.
To create or edit a call status
-
In the Manager, select the Help desk > Basic configuration data > Call status category.
-
In the result list, select the call status and run the Change main data task.
- OR -
Click in the result list.
-
Edit the main data.
Table 2: Call status main data
|
Call status |
Type of call status The call statuses Investigating, Open, Closed, Customer closed, and Customer response requested are predefined. |
|
Display value |
Display value for the call status. |
|
Description |
Text field for additional explanation. |
|
Disabled |
Specifies whether the call status is in use. |
|
Closed |
Calls with this status can no longer be processed. |
|
Placed on hold |
This status temporarily stops a call from being processed. |
- Save the changes.
