The integrated help desk functionality in One Identity Manager encompasses logging a problem, linking the data and information with identities, devices, and workdesks as well as chronological tracking of the steps and measures taken to work out a solution to the problem. Problems can be forwarded for processing or deferred for resubmitting.
NOTE: Prerequisite for the using help desk functionality in One Identity Manager is the installation of the Helpdesk Module. For more information about installing, see the One Identity Manager Installation Guide.
One Identity Manager components for report subscription are available when the Helpdesk configuration parameter is set.
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In the Designer, check if the configuration parameter is set. Otherwise, set the configuration parameter and compile the database.
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.
Detailed information about this topic
Enter basic data for reporting and processing a ticket in the One Identity Manager.
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Support staff and teams
Set up the support staff and support teams who are given access by the help desk to create and edit tickets. For more information, see Support staff and teams.
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Type of incoming ticket
Select the different possible types of incoming tickets, such as phone, fax, email, or letter. For more information, see Ticket input types.
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Ticket statuses
Log the possible ticket statuses to describe each processing stage of a ticket. For more information, see Ticket status.
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Ticket types
Enter ticket types if you required further categorization. For more information, see Ticket types.
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Prioritizing
Enter priorities for tickets if you want to grade them in order of importance. For more information, see Ticket priorities.
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Severity codes
Define severity codes for ticket in order to grade the level of disturbance to work through an error. For more information, see Severity codes.
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Escalation levels
Enter escalation levels to define handling procedures for incoming tickets. For more information, see Escalation levels.
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Escalation procedures
The escalation level helps to define which action should be started for which ticket event. For more information, see Escalation procedures.
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Products
Tickets taken by default in the One Identity Manager are about devices and workdesks. You can define additional products for which tickets can be logged. For more information, see Products.
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Service agreements
Service agreements can be used to automatically determine reaction times and solution times for tickets. For more information, see Service agreements.
Select the different possible types of incoming tickets, such as phone, fax, email, or letter.
To create or edit a ticket input type
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In the Manager, select the Help desk > Basic configuration data > Ticket input type category.
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In the result list, select the ticket input type and run the Change main data task.
- OR -
Click 
in the result list.
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Edit the main data.
- Save the changes.
Enter the following data for a ticket input type.
Table 1: Main data for ticket input types
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Ticket input type |
Type of ticket input type. The ticket input types Phone, Fax, Email, Answerphone, SMS, Letter are predefined. |
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Description |
Text field for additional explanation. |
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Disabled |
Specifies whether the ticket input type is used or disabled. |
Log the possible ticket statuses to describe each processing stage of a ticket.
To create or edit a ticket status
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In the Manager, select the Help desk > Basic configuration data > Ticket status category.
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In the result list, select the ticket status and run the Change main data task.
- OR -
Click in the result list.
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Edit the main data.
- Save the changes.
Enter the following main data for a ticket status.
Table 2: Ticket status main data
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Ticket status |
Type of ticket status The ticket statuses Investigating, Open, Closed, Customer closed, and Customer response requested are predefined. |
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Display value |
Display value for the ticket status. |
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Description |
Text field for additional explanation. |
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Disabled |
Specifies whether the ticket status is used or disabled. |
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Closed |
Specifies whether the ticket is closed. Closed tickets can no longer be processed. |
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Placed on hold |
Specifies whether the ticket is temporarily on hold. This status temporarily stops a ticket from being processed. |
