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Identity Manager 9.2.1 - Help Desk Module User Guide

Logging processing times automatically

To log processing times automatically, in the Designer, set the Helpdesk | AutomatedTroubleWorkTimes configuration parameter.

  • If the configuration parameter is set, the time from opening the ticket to saving the ticket is measured and entered as ticket processing time.

  • If the configuration parameter is not set, processing times have to entered manually.

Related topics

Entering processing time manually

NOTE: Closed tickets can no longer be processed.

If you do not enter the processing times automatically, you can enter them manually.

To enter processing times manually

  1. In the Manager, select the Help Desk category and select a filter.

  2. Select the ticket in the result list and run the Time and effort task.

  3. Use the button to the ticket processing time dialog.

  4. Enter the required data.

    • Date: Date of processing.

    • Duration: Time it took in minutes to process the call.

    • Internal: Specifies whether the processing time was spent internally.

    • Remarks: Remarks about processing time.

  5. Save the changes.
Related topics

Configuration parameters for the Helpdesk Module

The following configuration parameters are additionally available in One Identity Manager after the module has been installed.

Table 19: Configuration parameters for the Helpdesk Module
Configuration parameter Description

Help desk

Preprocessor relevant configuration parameter to control the component parts for the Helpdesk Module. If the parameter is set, the help desk components are available. Changes to this parameter require the database to be recompiled.

If you disable the configuration parameter at a later date, model components and scripts that are no longer required, are disabled. SQL procedures and triggers are still carried out. For more information about the behavior of preprocessor relevant configuration parameters and conditional compiling, see the One Identity Manager Configuration Guide.

Helpdesk | Attachment

Specifies whether information about attachments to a ticket is provided.

Helpdesk | Attachment | CreatePathScript

Script for creating the attachments directory. An example implementation is in the VI_AE_CreateAttachmentPath script.

Helpdesk | Attachment | DialogScript

Script for generating the directory path for tickets repository. An example implementation is in the VI_AE_GetAttachmentPath script.

Helpdesk | Attachment | RootPath

Root path for ticket attachments, such as \\SERV01\Attachments.

Helpdesk | AutomatedTroubleWorkTimes

Specifies how to record the ticket processing times. If the parameter is set, the time from opening the ticket to saving the ticket is measured and entered as ticket processing time. If the parameter is not set, processing times have to entered manually.

Helpdesk | ExcludeColumns

List (comma delimited) of TroubleTicket table columns excluded by the blocking logic of IsClosed and IsHistory.

Helpdesk | HoliDayRule

Rules for working hours, weekends, and public holidays in the help desk. These are taken into account when calculating reaction and solution times.

Helpdesk | PersonInTroubleChangeable

Specifies whether the identity reporting the issues can be changed.

Helpdesk | ReactionTime

Default time in minutes in which a reaction to the ticket capture must take place.

Helpdesk | SolutionTime

Default time in hours in which the issue must be solved.

Helpdesk | TroubleHistory

Specifies whether a ticket history is logged. An entry is created in the ticket history for each action.

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