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Identity Manager 9.0 LTS - Help Desk Module User Guide

Table of Contents

Basic data for logging and processing calls

Incoming calls Call status Call priorities Call types Severity codes Escalation levels Escalation procedures Service agreements

Assigning products to service agreements Assigning departments, cost centers, and locations to service agreements Assigning business roles to service agreements Assigning escalation procedures to service agreements Assigning devices to service agreements

Assigning call types to products Assigning service agreements to product

Support staff and teams

Setting up support staff Creating and editing support teams General main data for support teams Organizational main data for support teams Custom main data for support teams Adding staff to support teams

Entering and editing calls General main data for calls Solution descriptions for calls Contact partner for calls Custom main data for calls Creating call attachments Creating and displaying call history Creating a knowledge base

Assigning call types to items Assigning items to calls

Calculating reaction and solution times of calls Determining time and effort for calls

Logging processing times automatically Entering processing time manually

Configuration parameters for the Helpdesk Module

Creating and editing support teams

To create and edit a support team

In the Manager, select the Help desk > Basic configuration data > Support team category.
In the result list, select the support team and run the Change main data task.

- OR -

Click in the result list.
Enter the required data on the main data form.
Save the changes.

Detailed information about this topic

General main data for support teams

Enter the following data on the General tab.

Table 10: General main data of a support team
Property	Description
Display name	Name for displaying the group in the user interface of One Identity Manager tools.
Email address	Support team's email address.
group	Name of the group.
Description	Text field for additional explanation.
Deactivated	Specifies whether the support team in is use. Set this option if you want to block usage by this support team.

Organizational main data for support teams

Enter the following main data on the Organizational tab.

Table 11: Organizational main data of a support team
Property	Description
Department	Department to which the team is assigned.
Location	Location to which the team is assigned.
Cost center	Cost center to which the team is assigned.
Office mailbox	Office mailbox.

Custom main data for support teams

Table 12: Custom main data for a support team
Property	Description
Spare field no. 01 ... Spare field no. 10	Additional company-specific information. Use the Designer to customize display names, formats, and templates for the input fields.

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