Identity Manager 9.1.3 - 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

Help desk

The integrated help desk functionality in One Identity Manager encompasses logging a problem, linking the data and information with employees, devices, and workdesks as well as chronological tracking of the steps and measures taken to work out a solution to the problem. Problems can be forwarded for processing or deferred for resubmitting.

NOTE: Prerequisite for the using help desk functionality in One Identity Manager is the installation of the Helpdesk Module. For more information about installing, see the One Identity Manager Installation Guide.

One Identity Manager components for report subscription are available when the Helpdesk configuration parameter is set.

In the Designer, check if the configuration parameter is set. Otherwise, set the configuration parameter and compile the database.

If you disable the configuration parameter at a later date, model components and scripts that are not longer required, are disabled. SQL procedures and triggers are still carried out. For more information about the behavior of preprocessor relevant configuration parameters and conditional compiling, see the One Identity Manager Configuration Guide.

Detailed information about this topic

Basic data for logging and processing calls

Enter basic data for reporting and processing a call in the One Identity Manager.

Support staff and teams

For more information, see Support staff and teams.
Type of incoming call

Define the different possible types of incoming calls, such as telephone, fax, email, post. For more information, see Incoming calls.
Call statuses

Log the possible call statuses to describe each processing stage of a call. For more information, see Call status.
Call types

Enter call types if you required further categorization. For more information, see Call types.
Prioritizing

Enter priorities for calls if you want to grade them in order of importance. For more information, see Call priorities.
Severity codes

Define severity codes for call in order to grade the level of disturbance to work through an error. For more information, see Severity codes.
Escalation levels

Enter escalation levels to define handling procedures for incoming calls. For more information, see Escalation levels.
Escalation procedures

The escalation level helps to define which action should be started for which call event. For more information, see Escalation procedures.
Products

Calls taken by default in the One Identity Manager are about devices and workdesks. You can define additional products for which calls can be logged. For more information, see Products.
Service agreements

Service agreements can be used to automatically determine reaction times and solution times for calls. For more information, see Service agreements.

Incoming calls

Enter the different possible methods used to make calls, such as telephone, fax, email, post.

To create or edit a call method type

In the Manager, select the Help desk > Basic configuration data > Call method types category.
In the result list, select the call method type and run the Change main data task.

- OR -

Click in the result list.

Edit the main data.

Table 1: Main data for call method types
Property	Meaning
Call came in by	Type of incoming call. The call types Telephone call, Fax, Email, Answerphone, SMS, and Letter are predefined.
Description	Text field for additional explanation.
Disabled	Specifies whether the call method type is in use.

Save the changes.

Call status

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

To create or edit a call status

In the Manager, select the Help desk > Basic configuration data > Call status category.
In the result list, select the call status and run the Change main data task.

- OR -

Click in the result list.

Edit the main data.

Table 2: Call status main data
Property	Meaning
Call status	Type of call status The call statuses Investigating, Open, Closed, Customer closed, and Customer response requested are predefined.
Display value	Display value for the call status.
Description	Text field for additional explanation.
Disabled	Specifies whether the call status is in use.
Closed	Calls with this status can no longer be processed.
Placed on hold	This status temporarily stops a call from being processed.

Save the changes.

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Identity Manager 9.1.3 - Help Desk Module User Guide

Help desk

Detailed information about this topic

Basic data for logging and processing calls

Incoming calls

Call status