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Identity Manager 8.1.5 - 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 Help Desk | Basic configuration data | Escalation levels category.
  2. Select the escalation level in the result list and run the Change master data task.

    - OR -

    Click in the result list.

  3. Edit the escalation level's master data.
    Table 9: Master data for escalation levels
    Property Meaning
    Escalation level Name of the escalation level.
    Description Description of the escalation level.
    Disabled ID indicating whether or not 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 CMDs or VB.Net statements
  • Executing SQL procedures
  • Sending emails
  • Entering files or logs

To edit master data for an escalation procedure

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

    - OR -

    Click in the result list.

  3. Edit the escalation procedure's master data.
    Table 10: Master 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 of the Designer for the TroubleTicket base object.
  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 CallPrio2 event. 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 Help Desk | Basic configuration data | Service agreements category.
  2. Select the service agreement in the result list and run the Change master data task.

    - OR -

    Click in the result list.

  3. Edit the master data.
    Table 11: Master data for service agreements
    Property Meaning
    Service agreement Name of the service agreement.
    Manager Manager/supervisor of the service agreement.
    Start date Date from when the service agreement is valid.
    End date Date until when the service agreement is valid.
    Reaction time [min] Reaction time in minutes after call entry.
    Solution time [h] Solution time for call in hours.
    Disabled ID indicating whether or not the service agreement is used.
    Description Description for the service agreement.
  4. Save the changes.

To assign service agreements to business roles and organizations

  1. Select the Help Desk | Basic configuration data | Service agreements category.
  2. Select the service agreement in the result list.

  3. Select one of the tasks:

    • Assigning organizations

    • Assigning business roles

  4. In the Add assignments pane, assign business roles and organizations.

    - OR -

    In the Remove assignments pane, remove business roles and organizations.

  5. Save the changes.

To assign service agreements to a product

  1. 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 products.

    - OR -

    In the Remove assignments pane, remove products.

  5. Save the changes.

To assign service agreements to an escalation procedure

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

    - OR -

    In the Remove assignments pane, remove the escalation procedures.

  5. Save the changes.

To assign service agreements to devices

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

    - OR -

    In the Remove assignments pane, remove the devices.

  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 software, resources, and also departments, cost centers, locations.

To edit product master data

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

    - OR -

    Click in the result list.

  3. Edit the master data.
    Table 12: Master data for products
    Property Meaning
    Product Name of the product.
    Request level Numerical value expressing the product's entitlement to call processing.
    Product manager/supervisor The product manager.
    Description Description of the product.
    Disabled ID indicating whether or not the product is used.
    Spare option no. 01-Spare option no. 05 You can use the options to define other proprietary product labels.
  4. Save the changes.

To assign call types to a product

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

    - OR -

    In the Remove assignments pane, remove the call types.

  5. Save the changes.

To assign service agreements to a product

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

    - OR -

    In the Remove assignments pane, remove the service agreements.

  5. Save the changes.
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