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Identity Manager 8.0 - Help Desk Module User Guide

User Defined Master Data

Table 16: User Defined Master Data
Property Description

Spare fields 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 a Call Attachment

Table 17: Configuration Parameter for Call Attachments
Configuration parameter Meaning
Helpdesk\Attachment\CreatePathScript This configuration parameter contains the name of a script for adding the attachments directory. An example implementation is in script "VI_AE_CreateAttachmentPath".
Helpdesk\Attachment\DialogScript Script for generating the directory path for calls repository. An example implementation is in script "VI_AE_GetAttachmentPath".
Helpdesk\Attachment\RootPath This parameter contains the root path for call attachments, for example "\\SERV01\Attachments".

You can store attachments with a call. Specify the path to the attachments directory in the configuration parameter "Helpdesk\Attachment\RootPath". When a call is saved, a directory is added that is named by the internal call number.

To edit an attachment

  1. Select the category Help Desk and select a filter.
  2. Select the call in the result list and run Attachments in the task view.

    This opens the attachment directory. You can add, shown and edit files in this directory.

  3. Save the changes.

Creating a Call History

Table 18: Configuration Parameter for Call History
Configuration parameter Meaning
Helpdesk\TroubleHistory This configuration parameter specifies whether a call history is created. An entry is created in the call history for each action.

In order to follow though incoming calls, a history is available which shows each step in the help desk procedure and the measures that were taken.

NOTE: The call history is only written when the configuration parameter "Helpdesk\TroubleHistory" is set.

To display the call history

  1. Select the category Help Desk and select a filter.
  2. Select the call in the result list and run History in the task view.

    You can view detailed information for each entry, the support team member and the measures taken for the call.

Creating a Knowledge Base

You have the option to build up a knowledge base of reported calls. The thesaurus serves as a catalog where calls are combined under a particular term. The terms that are used do not have to be included in the call description.

To display the knowledge base

  • Select the category Helpdesk | Knowledgebase.

To define an item for the knowledge base

  1. Select the category Help Desk | Basic configuration data | Thesaurus.
  2. Click in the result list toolbar.

  3. Define an item in the thesaurus.
  4. Save the changes.

To assign items to calls

  1. Select the category Help Desk and select a filter.
  2. Select the item in the result list.
  3. Select Thesaurus in the task view.
  4. Assign the items in Add assignments.

    - OR -

    Remove the items in Remove assignments.

  5. Save the changes.

NOTE: Calls that are added to the thesaurus are labeled the option Call accepted in Thesaurus.

To assign call types to an item

  1. Select the category Help Desk | Basic configuration data | Thesaurus.
  2. Select the item 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.
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