Identity Manager 9.1 - Help Desk Module User Guide

Basic data for logging and processing calls

Incoming calls Call status Call priorities Call types Severity codes Escalation levels Escalation procedures Service agreements

Assigning products to service agreements Assigning departments, cost centers, and locations to service agreements Assigning business roles to service agreements Assigning escalation procedures to service agreements Assigning devices to service agreements

Products

Assigning call types to products Assigning service agreements to product

Support staff and teams

Setting up support staff Creating and editing support teams General main data for support teams Organizational main data for support teams Custom main data for support teams Adding staff to support teams

Handling calls

Entering and editing calls General main data for calls Solution descriptions for calls Contact partner for calls Custom main data for calls Creating call attachments Creating and displaying call history Creating a knowledge base

Assigning call types to items Assigning items to calls

Calculating reaction and solution times of calls Determining time and effort for calls

Logging processing times automatically Entering processing time manually

Configuration parameters for the Helpdesk Module

Adding staff to support teams

To add staff to a support team

In the Manager, select the Help desk > Basic configuration data > Support team category.
Select the support team in the result list and run the Assign employees task.

In the Add assignments pane, add employees.
TIP: In the Remove assignments pane, you can remove assigned employees.

To remove an assignment
- Select the employee and double-click .
Save the changes.

Handling calls

Calls can be added for:

Employees that reports the problem
Products that have contract conditions specified
Device that caused the problem
Workdesk that caused the problem

In the Manager, calls are filtered in the Helpdesk category according to different criteria. The logged in support team member views all the calls they have to process and as well as the calls of their support team.

There are also filters defined that trigger particular actions when they come into effect, for example, checking call activity. If the specified time limit is exceeded, the call wanders from the In limit filter to the At the limit filter and so on. You can implement company-specific filters. These do not have a time limit but can refer to priorities, status, products, problem type or a member of support.

Detailed information about this topic

Entering and editing calls

To create a call

In the Manager, select the Helpdesk category and choose a filter.
Click in the result list.
Edit the main data.
Save the changes.

To edit a call

In the Manager, select the Helpdesk category and choose a filter.
In the result list, select the call and run the Change main data task.
Edit the main data.
Save the changes.

Detailed information about this topic

General main data for calls

NOTE: When a call is added an internal call number is issued. A display name is created from the call number and the name of the employee that logged the call. The call can be found in the different user interface filters by using this name.

Enter the following data on the General tab.

Table 13: General main data of a call
Property	Description
Date	Time when the call was logged. The date that the call was entered is the current date.
Reported by	Employee that reported the problem.
Phone	Employee's telephone number.
product	Product for which the call was logged.
Staff	Support. The employee that is currently logged in is entered as help desk support for this call. This however, can be changed. NOTE: If the support is deleted from the database at a later date, then a backup of the calls for this support is shown. The calls can no longer be processed.
Call status	Status of the call. The call statuses Investigating, Open, Closed, Customer closed, and Customer response requested are predefined.
Calls received	Type of call received. The call types Telephone call, Fax, Email, Answerphone, SMS, and Letter are predefined.
To solve by	Time by which to resolve the call.
Respond by	Time by which to respond to the call.
Description	Problem description.
Measure	Measures put in place.
Call type	Type of call such as, device error, software error or operator error.
Workdesk	Workdesk that caused the problem.
Device	Device that caused the problem.
Cost center	Cost center for booking.
External escalation level	Name of the escalation level.
Internal escalation level	Name of the escalation level.
Severity	Name of the severity code. The following severity levels are predefined: 000, 001, 002 Level 1: Critical business impact Level 2: Significant business impact Level 3: Minimal business impact Level 2: Nominal business impact
Priority	Name of the call priority. The following priorities are predefined: 000: not applicable (other) 001: Limited importance 002: Minor 003: Major 004: Very important 005: Extremely important
Placed on hold on	Date on which the call was put on hold.
Max. on hold [days]	Maximum number of days a call can remain in hold status.
Call added to thesaurus	Specifies whether the call was added to the knowledge base.
Main call active	Main call for this call.
Main call	Specifies whether this call the main call. You can reference all other calls the main call.

Identity Manager 9.1 - Help Desk Module User Guide

Adding staff to support teams

Related topics

Handling calls

Detailed information about this topic

Entering and editing calls

Detailed information about this topic

General main data for calls

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Identity Manager 9.1 - Help Desk Module User Guide

Adding staff to support teams

Related topics

Handling calls

Detailed information about this topic

Entering and editing calls

Detailed information about this topic

General main data for calls

Related topics