Identity Manager 8.1.5 - Help Desk Module User Guide

Log the possible call statuses to describe each processing stage of a call.

To edit call status master data

Select the Help Desk | Basic configuration data | Call status category.
Select the call status in the result list and run the Change master data task.
- OR -

Click in the result list.

Edit the master data.

Table 5: Master data for call status
Property	Description
Call status	Type of call status, for example, editing, closed.
Description	Description for the call status.
Disabled	ID indicating whether or not the call status is used.
Closed	Calls with this status cannot be edited.
Placed on hold	This status temporarily stops a call from being edited.

Enter call types if you required further categorization.

To edit call type master data

Select the Help Desk | Basic configuration data | Call types category.
Select the call type in the result list and run the Change master date task.
- OR -

Click in the result list.

Edit the master data.

Table 6: Master data for call types
Property	Meaning
Call type	The type of call type, for example, device error, software error, operating error.
Parent call type	By specifying a parent call type, you can represent a hierarchical structure
Product	To log possible error types for a product, assign a product to the call type.
Description	Description for the call type.
Disabled	ID indicating whether or not the call type is used.

Enter priorities for calls if you want to grade them in order of importance.

To edit call priority master data

Select the Help Desk | Basic configuration data | Priorities category.
Select the call priority in the result list and run the Change master data task.
- OR -

Click in the result list.

Edit the master data.

Table 7: Master data for call priorities
Property	Meaning
Priority	Name of call priority.
Description	Description for the call priority.
Disabled	ID indicating whether or not the call priority is used.

Define severity codes for call in order to grade the level of disturbance to work through an error.

To edit a severity code

Select the Help Desk | Basic configuration data | Severity category.
Select the severity code in the result list and run the Change master data task.
- OR -

Click in the result list.

Edit the master data.

Table 8: Master data for severity codes
Property	Meaning
Severity code	Name of the severity code.
Description	Description of the severity code.
Disabled	ID indicating whether or not the severity code is used.