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Identity Manager 8.0 - Help Desk Module User Guide

Determining Call Reaction and Solution Time

Table 19: Configuration Parameters for Reaction and Solution Times
Configuration parameter Meaning
Helpdesk\HoliDayRule The configuration parameter maps working hours, weekends and public holidays in the help desk. These are taken into account when reaction and solution times are calculated.
Helpdesk\ReactionTime This configuration parameter contains the default time in minutes in which a reaction should take place.
Helpdesk\SolutionTime This configuration parameter contains the default time in hour in which the problem has to be solved.

If a call is logged by an employee, the following information is collected in order to calculate the reaction and the solution time:

  • Service agreements from the employee’s cost center
  • Service agreements via the employee’s department
  • Service agreements via the employee’s business roles
  • Service agreements for the product
  • Default settings from configuration parameters

Minimum reaction and solution times are determined from all these agreements. Subsequently all the data that has been determined is rounded up to the next working day. The working day is determined by taking the employee’s public holidays into account. Public holiday are entered by state (county) in the One Identity Manager. You can add separate public holidays for states.

Take into the account the following variations in order of priority to find out to which state the employee is assigned.

  • Priority 1:

    The employee is assigned directly to a state.

  • Priority 2:

    The employee’s location is assigned to a state.

  • Priority 3:

    The employee’s business role is assigned to a state. If there are several business roles with different states they are sorted alphabetically and the first state is taken.

Employees that come into consideration:

  • The employee that logged the call
  • Help desk support that logged the call

Because different states could be determined for these employees, processing is controlled by the configuration parameter "Helpdesk\HoliDayRule".

Table 20: Values of Configuration Parameter "Helpdesk\HoliDayRule"
Value Meaning
0 With this option, working hours are 24 hours from Monday to Friday. Saturday and Sunday are counted strictly as weekend. Public holidays are not taken into account.
1 With this option, the caller's location determines working hours, weekends and public holidays.
2 With this option, the help desk staffer's location determines working hours, weekends and public holidays.
3

With this option, the caller's and the help desk staffer's local working hours, weekends and public holidays are calculated respectively and the maximum taken from both.

4 With this option, the caller's and the help desk staffer's local working hours, weekends and public holidays are calculated respectively and the minimum taken from both.

The settings of the following configuration parameters are also taken into when calculating working hours:

  • QBM\WorkingHours\IgnoreHoliday

    If this configuration parameter is set, public holidays are not included in the calculation of working hours.

  • QBM\WorkingHours\IgnoreWeekend

    If this configuration parameter is set, weekends are not included in the calculation of working hours.

Entering Call Processing Times

Entering Call Processing Times

Table 21: Configuration Parameter for Call Processing Times
Configuration parameter Meaning
Helpdesk\AutomatedTroubleWorkTimes This configuration parameter specifies how call processing time should be recorded. If the parameter is set, the time from opening the call to saving the call is measured and entered as call processing time. If the parameter is not set, processing times have to entered manually.

The total time and effort is calculated by totaling all processing times. Internal overheads are calculated from processing times that are marked with the option internal. The remaining call processing times make up billable overheads.

To display a call's processing time

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

    This provides you with an overview of the total processing time required for a call and detailed information about the processing time required for each individual call.

To log processing time automatically

  • Enable the configuration parameter "Helpdesk\AutomatedTroubleWorkTimes".

    The time from opening the call on a call master data form to the time when it is saved is measured and used as the processing time.

To enter processing times manually

  1. Select the category Help Desk and select a filter.
  2. Select the call in the result list and run Time and effort in the task view.
  3. Use the button on the form to open the time keeping.
  4. Enter the required data:
    Table 22: Time Keeping
    Property Meaning
    Date Date of processing.
    Duration Time it took to process the call in minutes.
    Internal Specifies whether the processing time was spent internally.
    Remarks Remarks about the processing time.
  5. Save the changes.

Appendix: Configuration Parameters for the Helpdesk Module

Appendix: Configuration Parameters for the Helpdesk Module

The following configuration parameters are additionally available in One Identity Manager after the module has been installed.

Table 23: Configuration Parameters for the Helpdesk Module
Configuration parameter Description
Help desk Preprocessor relevant configuration parameter to control the component parts for the Helpdesk Module. If the parameter is set, the help desk components are available. Changes to the parameter require recompiling the database.
Helpdesk\Attachment This configuration parameter specifies whether there is call attachment data.
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".
Helpdesk\AutomatedTroubleWorkTimes This configuration parameter specifies how call processing time should be recorded. If the parameter is set, the time from opening the call to saving the call is measured and entered as call processing time. If the parameter is not set, processing times have to entered manually.
Helpdesk\ExcludeColumns The configuration parameter contains a list (comma delimited) of TroubleTicket columns excluded by the blocking logic of IsClosed and IsHistory.
Helpdesk\HoliDayRule

The configuration parameter maps working hours, weekends and public holidays in the help desk. These are taken into account when reaction and solution times are calculated.

Table 24: Values of Configuration Parameter "Helpdesk\HoliDayRule"
Value Meaning
0 With this option, working hours are 24 hours from Monday to Friday. Saturday and Sunday are counted strictly as weekend. Public holidays are not taken into account.
1 With this option, the caller's location determines working hours, weekends and public holidays.
2 With this option, the help desk staffer's location determines working hours, weekends and public holidays.
3

With this option, the caller's and the help desk staffer's local working hours, weekends and public holidays are calculated respectively and the maximum taken from both.

4 With this option, the caller's and the help desk staffer's local working hours, weekends and public holidays are calculated respectively and the minimum taken from both.
Helpdesk\PersonInTroubleChangeable The configuration parameter specifies whether problem reported an be changed.
Helpdesk\ReactionTime This configuration parameter contains the default time in minutes in which a reaction should take place.
Helpdesk\SolutionTime This configuration parameter contains the default time in hour in which the problem has to be solved.
Helpdesk\TroubleHistory This configuration parameter specifies whether a call history is created. An entry is created in the call history for each action.
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