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. |
Help desk
Basic data for logging and processing tickets
Configuration parameters for the Helpdesk Module
Ticket input types
Ticket status
Ticket priorities
Ticket types
Severity codes
Escalation levels
Escalation procedures
Service agreements
Support staff and teams
Assigning escalation procedures to service agreements
Assigning products to service agreements
Assigning departments, cost centers, and locations to service agreements
Assigning business roles to service agreements
Assigning devices to service agreements
Products
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 tickets
Entering and editing tickets
General main data for tickets
Solution descriptions for tickets
Contact partner for tickets
Custom main data for tickets
Creating ticket attachments
Creating and displaying ticket history
Creating a knowledge base
Calculating reaction and solution times of tickets
Determining time and effort for tickets
Custom main data for tickets
Creating ticket attachments
| 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.
- Save the changes.
Creating and displaying ticket history
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.
Prerequisite
-
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.
Creating a knowledge base
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.
- Save the changes.
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.