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Identity Manager 9.2 - Help Desk Module User Guide

Entering and editing tickets

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

NOTE: Closed tickets can no longer be processed.

To create a ticket

  1. In the Manager, select the Help Desk category and choose a filter.

  2. Click in the result list.

  3. Edit the main data.

  4. Save the changes.

To edit a ticket

  1. In the Manager, select the Help Desk category and select a filter.

  2. In the result list, select the ticket and run the Change main data task.

  3. Edit the main data.

  4. Save the changes.
Detailed information about this topic

General main data for tickets

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

Enter the following general main data.

Table 13: General main data of a ticket
Property Description

Date

Time when the ticket was logged. The date that the ticket was entered is the current date.

Reported by

Identity that reported the problem.

Phone

Identity's telephone number.

Product

Product for which the ticket was logged.

Staff

Support. The identity that is currently logged in is entered as help desk support for this ticket. This however, can be changed.

NOTE: If the support is deleted from the database at a later date, then a backup of the tickets for this support is shown. The tickets can no longer be processed.

Ticket status

Status of the ticket. The ticket statuses Investigating, Open, Closed, Customer closed, and Customer response requested are predefined.

Ticket input type

Type of ticket input. The ticket input types Phone, Fax, Email, Answerphone, SMS, Letter are predefined.

To solve by

Time by which to resolve the ticket.

Respond by

Time by which to respond to the ticket.

Description

Problem description.

Measure

Measures put in place.

Ticket type

Type of ticket 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 ticket 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 ticket was put on hold.

Max. on hold [days]

Maximum number of days a ticket can remain in hold status.

Ticket added to thesaurus

Specifies whether the ticket was added to the knowledge base.

Main tickets active

Main ticket for this ticket.

Main ticket

Specifies whether this ticket the main ticket. You can reference this main ticket in subsequent tickets.

Related topics

Solution descriptions for tickets

Enter the following for the solution description.

Table 14: Main data for solution description
Property Description

Problem solution

Description of the solution to the problem.

On site contact

Identity or support team that can provide on-site support.

Closed by

Identity that closed the ticket.

Closed on

Date on which the ticket was closed.

Short ticket

Specifies whether the ticket being dealt with is short. If the solution time for a ticket is less than 5 minutes, it can be classified as a short call. This ticket is therefore considered closed.

Invoiced

Specifies whether the ticket is invoiced.

Placed on hold

Specifies whether the ticket is on hold. This option is set if the ticket is given the corresponding processing status.

Closed

Specifies whether the ticket is closed. This option is set if the ticket is given the corresponding processing status.

Archived

Specifies whether the ticket is archived. This option is set by the Mark help desk tickets as history schedule. The task checks the date of closed tickets at regular intervals. All tickets that have been closed for more than a year are archived.

Program error

Specifies whether the call deals with a program issue.

Process errors

Specifies whether the call deals with a process error.

Operating error

Specifies whether the call deals with an operating error.

Manufacturer error

Specifies whether the call deals with a manufacturer error.

Contact partner for tickets

Enter the following main data on the Contacts tab.

NOTE: The personal data for the contact person are taken from the identity and cannot be changed.

Table 15: Contact
Property Description

Reported by

Identity that reported the problem.

First name

Identity's first name.

Phone

Identity's telephone number.

Last name

Identity's last name.

Fax

Identity's fax number.

Description

Text field for additional explanation.

Mobile phone

Identity's mobile number.

Additional staff

Additional member of staff to deal with this ticket.

First name

Identity's first name.

Phone

Identity's telephone number.

Last name

Identity's last name.

Fax

Identity's fax number.

Description

Text field for additional explanation.

Mobile phone

Identity's mobile number.

Location description

Detailed description of the location.

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