Identity Manager 9.1 - Help Desk Module User Guide

Basic data for logging and processing calls

Incoming calls Call status Call priorities Call types Severity codes Escalation levels Escalation procedures Service agreements

Assigning products to service agreements Assigning departments, cost centers, and locations to service agreements Assigning business roles to service agreements Assigning escalation procedures to service agreements Assigning devices to service agreements

Products

Assigning call types to products Assigning service agreements to product

Support staff and teams

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 calls

Entering and editing calls General main data for calls Solution descriptions for calls Contact partner for calls Custom main data for calls Creating call attachments Creating and displaying call history Creating a knowledge base

Assigning call types to items Assigning items to calls

Calculating reaction and solution times of calls Determining time and effort for calls

Logging processing times automatically Entering processing time manually

Configuration parameters for the Helpdesk Module

Solution descriptions for calls

Enter the following data on the Solution tab.

Table 14: Main data for solution description
Property	Description
Problem solution	Description of the solution to the problem.
Employees on-site	Employee who can provide on-site support.
Closed by	Employee who closed the call.
Closed on	Date on which the call was closed.
Short call	Specifies whether the call being dealt with is short. If the solution time for a call is less than 5 minutes, it can be classified as a short call. This call is therefore considered to be closed.
Invoiced	Specifies whether the call is invoiced.
Placed on hold	Specifies whether the call is on hold. This option is set if the call is given the corresponding processing status.
Closed	Specifies whether the call is closed. This option is set if the call is given the corresponding processing status.
Archived	Specifies whether the call is archived. This option is set by the Mark help desk calls as history schedule. The task checks the date of closed calls at regular intervals. All calls 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 calls

Enter the following main data on the Contacts tab.

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

Table 15: Contact
Property	Description
Reported by	Employee that reported the problem.
First name	Employee's first name.
Phone	Employee's telephone number.
Last name	Employee's last name.
Fax	Employee's fax number.
Description	Text field for additional explanation.
Mobile phone	Employee's mobile number.
Additional staff	Additional staff to used as a contact.
First name	Employee's first name.
Phone	Employee's telephone number.
Last name	Employee's last name.
Fax	Employee's fax number.
Description	Text field for additional explanation.
Mobile phone	Employee's mobile number.
Location description	Detailed description of the location.

Custom main data for calls

Table 16: User-defined main data
Property	Description
Spare field no. 01 ... Spare field no. 10	Additional company-specific information. Use the Designer to customize display names, formats, and templates for the input fields.

Creating call attachments

Table 17: Configuration parameter for call 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 calls repository. An example implementation is in the VI_AE_GetAttachmentPath script.
Helpdesk \| Attachment \| RootPath	Root path for call attachments, such as \\SERV01\Attachments.

You can store attachments with a call. Specify the path to the attachments directory in the Helpdesk | Attachment | RootPath configuration parameter. When a call is saved, a directory is added that is named by the internal call 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 call 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.

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Identity Manager 9.1 - Help Desk Module User Guide

Solution descriptions for calls

Contact partner for calls

Custom main data for calls

Creating call attachments