Identity Manager 9.2 - Help Desk Module User Guide

In the Manager, tickets are filtered in the Help Desk category according to different criteria. The logged in support team member views all the tickets they have to process and as well as the tickets of their support team.

NOTE: Closed tickets can no longer be processed.

To create a ticket

In the Manager, select the Help Desk category and choose a filter.
Click in the result list.
Edit the main data.
Save the changes.

To edit a ticket

In the Manager, select the Help Desk category and select a filter.
In the result list, select the ticket and run the Change main data task.
Edit the main data.
Save the changes.

Detailed information about this topic

General main data for tickets

NOTE: When a ticket is added an internal ticket number is issued. A display name is created from the ticket number and the name of the identity that logged the ticket. The ticket can be found in the different user interface filters by using this name.

Enter the following general main data.

Table 13: General main data of a ticket
Property	Description
Date	Time when the ticket was logged. The date that the ticket was entered is the current date.
Reported by	Identity that reported the problem.
Phone	Identity's telephone number.
Product	Product for which the ticket was logged.
Staff	Support. The identity that is currently logged in is entered as help desk support for this ticket. This however, can be changed. NOTE: If the support is deleted from the database at a later date, then a backup of the tickets for this support is shown. The tickets can no longer be processed.
Ticket status	Status of the ticket. The ticket statuses Investigating, Open, Closed, Customer closed, and Customer response requested are predefined.
Ticket input type	Type of ticket input. The ticket input types Phone, Fax, Email, Answerphone, SMS, Letter are predefined.
To solve by	Time by which to resolve the ticket.
Respond by	Time by which to respond to the ticket.
Description	Problem description.
Measure	Measures put in place.
Ticket type	Type of ticket such as, device error, software error or operator error.
Workdesk	Workdesk that caused the problem.
Device	Device that caused the problem.
Cost center	Cost center for booking.
External escalation level	Name of the escalation level.
Internal escalation level	Name of the escalation level.
Severity	Name of the severity code. The following severity levels are predefined: 000, 001, 002 Level 1: Critical business impact Level 2: Significant business impact Level 3: Minimal business impact Level 2: Nominal business impact
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
Placed on hold on	Date on which the ticket was put on hold.
Max. on hold [days]	Maximum number of days a ticket can remain in hold status.
Ticket added to thesaurus	Specifies whether the ticket was added to the knowledge base.
Main tickets active	Main ticket for this ticket.
Main ticket	Specifies whether this ticket the main ticket. You can reference this main ticket in subsequent tickets.

Related topics

Solution descriptions for tickets

Enter the following for the solution description.

Table 14: Main data for solution description
Property	Description
Problem solution	Description of the solution to the problem.
On site contact	Identity or support team that can provide on-site support.
Closed by	Identity that closed the ticket.
Closed on	Date on which the ticket was closed.
Short ticket	Specifies whether the ticket being dealt with is short. If the solution time for a ticket is less than 5 minutes, it can be classified as a short call. This ticket is therefore considered closed.
Invoiced	Specifies whether the ticket is invoiced.
Placed on hold	Specifies whether the ticket is on hold. This option is set if the ticket is given the corresponding processing status.
Closed	Specifies whether the ticket is closed. This option is set if the ticket is given the corresponding processing status.
Archived	Specifies whether the ticket is archived. This option is set by the Mark help desk tickets as history schedule. The task checks the date of closed tickets at regular intervals. All tickets that have been closed for more than a year are archived.
Program error	Specifies whether the call deals with a program issue.
Process errors	Specifies whether the call deals with a process error.
Operating error	Specifies whether the call deals with an operating error.
Manufacturer error	Specifies whether the call deals with a manufacturer error.

Contact partner for tickets

Enter the following main data on the Contacts tab.

NOTE: The personal data for the contact person are taken from the identity and cannot be changed.

Table 15: Contact
Property	Description
Reported by	Identity that reported the problem.
First name	Identity's first name.
Phone	Identity's telephone number.
Last name	Identity's last name.
Fax	Identity's fax number.
Description	Text field for additional explanation.
Mobile phone	Identity's mobile number.
Additional staff	Additional member of staff to deal with this ticket.
First name	Identity's first name.
Phone	Identity's telephone number.
Last name	Identity's last name.
Fax	Identity's fax number.
Description	Text field for additional explanation.
Mobile phone	Identity's mobile number.
Location description	Detailed description of the location.

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