Enter any custom master data. Use the Designer to customize display names, formats, and templates for the input fields.
Property | Description |
---|---|
Spare field no. 01 ... Spare field no. 10 |
Additional company-specific information. |
Enter any custom master data. Use the Designer to customize display names, formats, and templates for the input fields.
Property | Description |
---|---|
Spare field no. 01 ... Spare field no. 10 |
Additional company-specific information. |
Configuration parameter | Meaning |
---|---|
Helpdesk | Attachment | CreatePathScript |
Script for creating the attachments directory. An example implementation is in the VI_AE_CreateAttachmentPath script. |
Helpdesk | Attachment | DialogScript |
Script for generating the directory path for tickets repository. An example implementation is in the VI_AE_GetAttachmentPath script. |
Helpdesk | Attachment | RootPath |
Root path for ticket attachments, such as \\SERV01\Attachments. |
You can store attachments with a ticket. Specify the path to the attachments directory in the Helpdesk | Attachment | RootPath configuration parameter. When a ticket is saved, a directory is added that is named by the internal ticket number.
Edit the configuration parameters in the Designer.
To edit an attachment
In the Manager, select the Help desk category and select a filter.
Select the ticket in the result list and run the Attachments task.
This opens the attachment directory. You can add, show, and edit files in this directory.
In order to follow though incoming tickets, a history is available which shows each step in the help desk procedure and the measures that were taken.
In the
, set the Helpdesk | TroubleHistory configuration parameter.The ticket history is written only if this configuration parameter is set. An entry is created in the ticket history for each action.
To display a ticket's history
In the Manager, select the Helpdesk category and choose a filter.
Select the ticket in the result list and run the Attachments task.
You can view detailed information for each entry, the support team member and the measures taken for the call.
You have the option to build up a knowledge base of reported tickets. The thesaurus serves as a catalog where tickets are combined under a particular term. The terms that are used do not have to be included in the ticket description.
To define an item for the knowledge base
In the Manager, select the Help desk > Basic configuration data > Thesaurus category.
Click in the result list.
Enter an item in the thesaurus.
To display the knowledge base
In the Manager, select the Help Desk > Knowledge base category.
Here you can see the tickets that are assigned to an item.
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