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Identity Manager 8.0 - Help Desk Module User Guide

Escalation levels

Enter escalation levels to define handling procedures for incoming calls.

To edit master data for an escalation level

  1. Select the category Help Desk | Basic configuration data | Escalation levels.
  2. Select the escalation level in the result list and run Change master data in the task view.

    - OR -

    Click in the result list toolbar.

  3. Edit the escalation level's master data.
    Table 9: Escalation Level Master Data
    Property Meaning
    Escalation level Escalation level name.
    Description Escalation level description.
    Disabled Indicates whether the escalation level is used.
  4. Save the changes.

Escalation procedures

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

  • Executing CMD’s or VB.Net statements
  • Executing SQL procedures
  • Sending emails
  • Entering files or logs

To edit master data for an escalation procedure

  1. Select the category Help Desk | Basic configuration data | Escalation procedures.
  2. Select the escalation procedure in the result list and run Change master data in the task view.

    - OR -

    Click in the result list toolbar.

  3. Edit the escalation procedure's master data.
    Table 10: Escalation Procedure Master Data
    Property Meaning
    Escalation procedure Escalation procedure name.
    Calls that meet the condition Condition which causes escalation level to be triggered. The condition has to be entered in SQL syntax for which a wizard is available.
    Event to be triggered All the events you defined with the Process Editor in the Designer for the object TroubleTicket are displayed in the menu.
  4. Save the changes.
Escalation procedure example:

If the condition specified for a call is Severity code 2 and priority 2, the escalation procedure Check(Severity,Priority) should be triggered. A schedule checks regularly whether a call has fulfilled the defined condition. If this is the case, the escalation procedure triggers the event CallPrio2. This causes a mail 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 edit service agreement master data

  1. Select the category Help Desk | Basic configuration data | Service agreements.
  2. Select the service agreement 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 11: Service agreements
    Property Meaning
    Service agreement Name of the service agreement.
    Manager or supervisor Employee responsible for the service agreements.
    Start date Date from which the service agreement is valid.
    End date Date until which the service agreement is valid.
    Reaction time [min] Time taken to react to the call.
    Solution time [h] Time taken to provide a solution.
    Disabled Indicates whether the service agreement is in use.
    Description Description of the service agreement.
  4. Save the changes.

To assign service agreements to business roles and organizations

  1. Select the category Help Desk | Basic configuration data | Service agreements.
  2. Select the service agreement in the result list.
  3. Select Assign business roles and organizations in the task view.
  4. Assign business roles and organizations in Add assignments.

    - OR -

    Remove assignments to business roles and organizations in Remove assignments.

  5. Save the changes.

To assign service agreements to a product

  1. Select the category Help Desk | Basic configuration data | Service agreements.
  2. Select the service agreement in the result list.
  3. Select Assign products in the task view.
  4. Assign products in Add assignments.

    - OR -

    Remove products in Remove assignments.

  5. Save the changes.

To assign service agreements to an escalation procedure

  1. Select the category Help Desk | Basic configuration data | Service agreements.
  2. Select the service agreement in the result list.
  3. Select Assign escalation procedures in the task view.
  4. Assign escalation procedures in Add assignments.

    - OR -

    Remove assignments escalation procedures in Remove assignments.

  5. Save the changes.

To assign service agreements to devices

  1. Select the category Help Desk | Basic configuration data | Service agreements.
  2. Select the service agreement in the result list.
  3. Select the task Assign devices.
  4. Assign the devices in Add assignments.

    - OR -

    Remove devices in Remove assignments.

  5. Save the changes.

Products

Calls taken by default in the One Identity Manager are about devices and workdesks. You can set up products to, for example, enter calls for applications, resources and also departments, cost centers, locations.

To edit product master data

  1. Select the category Help Desk | Basic configuration data | Products.
  2. Select the product in the result list and run the task Change master data.

    - OR -

    Click in the result list toolbar.

  3. Edit the master data.
    Table 12: Product Master Data
    Property Meaning
    Product Product name.
    Processing level Defines which demands the product poses on call processing as a numeric value.
    Product manager Employee responsible for this product.
    Description Product description.
    Disabled Indicates whether the product is in use.
    Spare option no. 01 - spare option no. 05 Use these options to define custom labels for products.
  4. Save the changes.

To assign call types to a product

  1. Select the category Help Desk | Basic configuration data | Products.
  2. Select an object in the result list.
  3. Select Assign call types in the task view.
  4. Assign call types in Add assignments.

    - OR -

    Remove the call types in Remove assignments.

  5. Save the changes.

To assign service agreements to a product

  1. Select the category Help Desk | Basic configuration data | Products.
  2. Select an object in the result list.
  3. Select Assign service agreements in the task view.
  4. Assign service agreements in Add assignments.

    - OR -

    Remove service agreements in Remove assignments.

  5. Save the changes.
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