Support staff and teams
Set up the support staff and support teams who are given access by the help desk to create and edit tickets. Support teams should be seen as virtual help desk support that is available for responding to tickets. Assign the staff to the support teams. Membership in support teams determines the tickets displayed for the currently logged in help desk staff member. All the tickets that a staff member has processed, and the tickets that other members of their support team have processed, are displayed.
The help desk login has to take place through an identity related authentication module. Thus identities who are going work on the help desk are issued with a system user. viHelpdesk is supplied as the default system user. This system user has the necessary permissions and the user interface to use the Manager to access the help desk resources.
Detailed information about this topic
Setting up support staff
Set up the staff who are given access by the help desk to create and edit tickets.
To edit the main data of a member of the support staff
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In the Manager, select the Identities > Identities category.
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Select an identity in the result list and run the Change main data task.
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Change to the Miscellaneous tab.
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Set the Help desk staff member option.
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In the System user menu, select the viHelpdesk option.
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Check the Default email address.
- Save the changes.
NOTE: Each identity is shown in the Help Desk > Basic configuration data > Staff category and can be edited there.
Related topics
Creating and editing support teams
Set up the support teams who are given access by the help desk to create and edit tickets.
To create and edit a support team
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In the Manager, select the Help desk > Basic configuration data > Support teams category.
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In the result list, select the support team and run the Change main data task.
- OR -
Click 
in the result list.
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Enter the required data on the main data form.
- Save the changes.
Detailed information about this topic
General main data for support teams
Enter the following general main data.
Table 10: General main data of a support team
|
Display name |
Name for displaying the group in the user interface of One Identity Manager tools. |
|
Email address |
Support team's email address. |
|
group |
Name of the group. |
|
Description |
Text field for additional explanation. |
|
Deactivated |
Specifies whether the support team is used or disabled. Set this option if you want to block usage by this support team. |
