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Identity Manager 9.0 LTS - Help Desk Module User Guide

Escalation procedures

The escalation level helps to define which action should be started for which call event. Actions such as, for example:

  • Running CMDs or VB.Net statements

  • Running SQL procedures

  • Sending emails

  • Entering files or logs

To edit or create an escalation procedure

  1. In the Manager, select the Help desk > Basic configuration data > Escalation procedures category.

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

    - OR -

    Click in the result list.

  3. Edit the escalation procedure's main data.

    Table 7: Main data for escalation procedures
    Property Meaning

    Escalation procedure

    Name of the escalation procedure.

    Calls that meet the condition

    Condition that triggers the escalation level. The condition has to be entered in SQL syntax for which a wizard is available.

    Event to be triggered

    The menu offers all events that you defined in the Process Editor in the Designer for the TroubleTicket base object.

  4. Save the changes.
Example: Escalation procedure

If the condition specified for a call is Severity is 2 and priority is 2, the escalation procedure Check(Severity, Priority) is be triggered. A schedule checks regularly whether a call has fulfilled the defined condition. If this is the case, the escalation procedure triggers the CallPrio2 event. This causes an email to be sent to the person dealing with the call.

Escalation procedure

Check(severity, priority)

Calls that meet the condition

ID_TroubleSeverity = '2' and ID_TroublePriority = '2'

Event to be triggered

CallPrio2

Service agreements

A service agreement link is integrated into the help desk function that can be attached to departments, cost centers, locations, business roles, devices, and products. This allows call reaction and solution times to be determined automatically and escalation procedures that are connected to the service agreement to be triggered.

To create or edit a service agreements

  1. In the Manager, select the Help Desk > Basic configuration data > Service agreements category.

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

    - OR -

    Click in the result list.

  3. Edit the main data.

    Table 8: Main data for service agreements
    Property Meaning

    Service agreement

    Name of the service agreement.

    Manager or supervisor

    Employee responsible for the service agreement.

    Start date

    Date from which the service agreement applies.

    End date

    Date until which the service agreement applies.

    Response time [min]

    Reaction time in minutes after the call is received.

    Solution time [h]

    Solution time for the call in hours.

    Disabled

    Specifies whether the service agreement is in use.

    Description

    Description of the service agreement.

  4. Save the changes.
Related topics

Assigning products to service agreements

To assign products to a service agreement

  1. In the Manager, select the Help Desk > Basic configuration data > Service agreements category.

  2. Select the service agreement in the result list.

  3. Select the Assign products task.

  4. In the Add assignments pane, assign the products.

    TIP: In the Remove assignments pane, you can remove product assignments.

    To remove an assignment

    • Select the product and double-click .

  5. Save the changes.

Assigning departments, cost centers, and locations to service agreements

To assign departments, cost centers, and locations to a service agreement

  1. In the Manager, select the Help Desk > Basic configuration data > Service agreements category.

  2. Select the service agreement in the result list.

  3. Select the Assign organizations task.

    In the Add assignments pane, assign the organizations:

    • On the Departments tab, assign departments.

    • On the Locations tab, assign locations.

    • On the Cost centers tab, assign cost centers.

    TIP: In the Remove assignments pane, you can remove assigned organizations.

    To remove an assignment

    • Select the organization and double-click .

  4. Save the changes.
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