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Identity Manager 8.0 - Help Desk Module User Guide

Call Status

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

To edit call status master data

  1. Select the category Help Desk | Basic configuration data | Call status.
  2. Select the call status in the result list and run Change master data in the task view.

    - OR -

    Click in the result list toolbar.

  3. Edit the master data.
    Table 5: Call Status Master Data
    Property Meaning
    Call Status Type of call status, for example, processing, closed.
    Description Call status description.
    Disabled Indicates whether the call status is in use.
    Closed Calls with this status cannot be modified.
    Placed on hold Leads to a temporary stop for all modifications.
  4. Save the changes.

Call Types

Enter call types if you required further categorization.

To edit call type master data

  1. Select the category Help Desk | Basic configuration data | Call types.
  2. Select the call type in the result list and run Change master data in the task view.

    - OR -

    Click in the result list toolbar.

  3. Edit the master data.
    Table 6: Call Type Master Data
    Property Meaning
    Call type Type of call, for example hardware error, software error, handling error.
    Parent call type Creates a hierarchical structure by adding a parent call type.
    Product Assign a product to a call type to include error types for a product.
    Description Call type description.
    Disabled Indicates whether the call type is in use.
  4. Save the changes.

Call Priorities

Enter priorities for calls if you want to grade them in order of importance.

To edit call priority master data

  1. Select the category Help Desk | Basic configuration data | Priorities.
  2. Select the call priority in the result list and run Change master data in the task view.

    - OR -

    Click in the result list toolbar.

  3. Edit the master data.
    Table 7: Call Priority Master Data
    Property Meaning
    Priority Call priority name.
    Description Call priority description.
    Disabled Indicates whether the call priority is in use.
  4. Save the changes.

Severity Code

Define severity codes for call in order to grade the level of disturbance to work through an error.

To edit a severity code

  1. Select the category Help Desk | Basic configuration data | Severity.
  2. Select the severity code in the result list and run Change master data in the task view.

    - OR -

    Click in the result list toolbar.

  3. Edit the master data.
    Table 8: Severity Code Master Data
    Property Meaning
    Severity level Severity code name.
    Description Severity code description.
    Disabled Indicates whether the severity code is in use.
  4. Save the changes.
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