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Identity Manager 9.1 - Help Desk Module User Guide

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

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

  2. 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.

  3. Save the changes.
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