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Identity Manager 9.1.3 - Help Desk Module User Guide

Assigning business roles to service agreements

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

To assign business roles to a service agreement

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

  2. Select the service agreement in the result list.

  3. 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 .

  4. Save the changes.

Assigning escalation procedures to service agreements

To assign escalation procedures to a service agreement

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

  2. Select the service agreement in the result list.

  3. Select the Assign escalation procedures task.

  4. 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 .

  5. Save the changes.

Assigning devices to service agreements

To assign a device to a service agreement

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

  2. Select the service agreement in the result list.

  3. Select the Assign devices task.

  4. In the Add assignments pane, assign the devices.

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

    To remove an assignment

    • Select the device and double-click .

  5. Save the changes.

Products

Calls taken by default in the One Identity Manager are about devices and workdesks. You can set up products to, for example, enter calls for software, resources, and also departments, cost centers, locations.

To create or edit a product

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

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

    - OR -

    Click in the result list.

  3. Edit the main data.

    Table 9: Product main
    Property Meaning

    Product

    Name of the product.

    Request level

    Claim that the product makes on the call processing, as a numerical value.

    Product manager

    Employee responsible for the product.

    Description

    Text field for additional explanation.

    Disabled

    Specifies whether the product is in use.

    Spare option no. 01-Spare option no. 05

    You can use the options to define other proprietary product labels.

  4. Save the changes.
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