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Identity Manager 9.2 - Help Desk Module User Guide

Ticket priorities

Enter priorities for tickets if you want to grade them in order of importance.

To create or edit a ticket priority

  1. In the Manager, select the Help Desk > Basic configuration data > Priorities category.

  2. In the result list, select the ticket priority and run the Change main data task.

    - OR -

    Click in the result list.

  3. Edit the main data.

  4. Save the changes.

Enter the following data for a ticket priority.

Table 3: Ticket priorities main data
Property Meaning

Priority

Name of the ticket priority. The following priorities are predefined:

  • 000: not applicable (other)

  • 001: Limited importance

  • 002: Minor

  • 003: Major

  • 004: Very important

  • 005: Extremely important

Description

Text field for additional explanation.

Disabled

Specifies whether the ticket priority is used or disabled.

Ticket types

Enter ticket types if you require further categorization.

To create or edit a ticket type

  1. In the Manager, select the Help desk > Basic configuration data > Ticket type category.

  2. In the result list, select the ticket type and run the Change main data task.

    - OR -

    Click in the result list.

  3. Edit the main data.

  4. Save the changes.

Enter the following main data for a ticket type.

Table 4: Ticket type main data
Property Meaning

Ticket type

Type of ticket such as, device error, software error or operator error.

Parent ticket type

By specifying a parent ticket type, you build a hierarchical structure.

Product

To enter possible ticket types for a product, assign a product to the ticket type.

Description

Text field for additional explanation.

Disabled

Specifies whether the ticket type is used or disabled.

Related topics

Assigning permitted products to ticket types

Specify which products the ticket types can be used with.

To assign products to a ticket type

  1. In the Manager, select the Help desk > Basic configuration data > Ticket type category.

  2. Select the ticket type in the result list.

  3. Select the Assign permitted products task.

  4. 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 .

  5. Save the changes.
Related topics

Assigning knowledge base items to tickets types

Specify which ticket types to assign the knowledge base items to.

To assign items to a ticket type

  1. In the Manager, select the Help desk > Basic configuration data > Ticket type category.

  2. Select the ticket type in the result list.

  3. Select the Assign thesaurus task.

  4. In the Add assignments pane, assign the knowledge base items.

    TIP: In the Remove assignments pane, you can remove item assignments.

    To remove an assignment

    • Select the item and double-click .

  5. Save the changes.
Related topics
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