Identity Manager 9.2.1 - Help Desk Module User Guide

In the Manager, select the Help Desk > Basic configuration data > Service agreements category.
Select the service agreement in the result list.
Select the Assign escalation procedures task.
In the Add assignments pane, assign the escalation procedures.
TIP: In the Remove assignments pane, you can remove the escalation procedure assignments.

To remove an assignment
- Select the escalation procedure and double-click .
Save the changes.

Assign service agreements to products to determine ticket reaction and solution times.

To assign products to a service agreement

In the Manager, select the Help Desk > Basic configuration data > Service agreements category.
Select the service agreement in the result list.
Select the Assign products task.
In the Add assignments pane, assign the products.
TIP: In the Remove assignments pane, you can remove product assignments.

To remove an assignment
- Select the product and double-click .
Save the changes.

Assign service agreements to departments, cost centers, and locations to determine ticket reaction and solution times.

To assign departments, cost centers, and locations to a service agreement

In the Manager, select the Help Desk > Basic configuration data > Service agreements category.
Select the service agreement in the result list.
Select the Assign organizations task.
In the Add assignments pane, assign the organizations:
- On the Departments tab, assign departments.
- On the Locations tab, assign locations.
- On the Cost centers tab, assign cost centers.
TIP: In the Remove assignments pane, you can remove assigned organizations.

To remove an assignment
- Select the organization and double-click .
Save the changes.

NOTE: This function is only available if the Business Roles Module is installed.

Assign service agreements to business roles to determine ticket reaction and solution times.

To assign business roles to a service agreement

In the Manager, select the Help Desk > Basic configuration data > Service agreements category.
Select the service agreement in the result list.
Select the Assign business roles task.
In the Add assignments pane, select the role class and assign business roles.
TIP: In the Remove assignments pane, you can remove assigned business roles.

To remove an assignment
- Select the business role and double-click .
Save the changes.