To use the Service Desk, you must have an appliance, an email server, and user account information.
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Appliance requirements: To use Service Desk, you must have an appliance set up and configured. See information on setting up the appliance server in Configuring the appliance. |
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Email server requirements: You must have one of the following types of email servers for sending and receiving Service Desk email: |
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User account information: User account information can be stored in an LDAP-compliant directory service such as Microsoft Active Directory. Storing user account information allows Service Desk to efficiently find and import data that it uses to authorize users and identify anything else that you want to track. You can filter groups of users or other entities by referencing their LDAP attributes, such as organizational units, domain components, and relative distinguished names. See Configuring user accounts, LDAP authentication, and SSO. |
If your organization is small, you can eliminate this requirement by creating the required user account information manually, one user at a time. For more information about creating users manually, see Setting up Service Desk.
Service Desk is the default name for the end-user trouble-ticket tracking system that is part of the appliance User Console. The Service Desk enables end users to submit trouble tickets through email or through the User Console.
Your help desk team manages these tickets through email, the Administrator Console, http://appliance_hostname/admin, or the KACE GO app. You can customize the categories and fields associated with tickets as needed.
NOTE: In previous versions of the appliance, Service Desk was referred to as Help Desk. If you upgraded from a previous release, you might see Help Desk or a custom phrase on the tab in the Administrator Console. You can change this label as described in Rename Service Desk titles and labels. |
You can configure Service Desk to meet your company policies and branding requirements.
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Set up User Roles and labels: Create permission-based roles to manage user access. See Setting up roles for user accounts. |
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Set up user accounts: All Service Desk users and administrators must have authenticated user accounts. See Configuring user accounts, LDAP authentication, and SSO. |
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Customize ticket information: Add ticket categories, status, impact, and priority properties as needed. Identify additional information to include in tickets. See Configuring ticket settings. |
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Customize email templates: Configure the Service Desk email templates used to send notifications. See Configure email templates. |
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Set up email notifications: Configure the events that trigger email notifications. See Configuring email settings. |
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Queues: Use queues to organize tickets or to handle different types of tasks, such as hardware tasks and software tasks. See Configuring Service Desk ticket queues. |
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Processes: Use processes to set relationships between tickets that are parts of major or sequential tasks. You can also establish relationships by using parent-child relationships within tickets. See Using Service Desk processes. |
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Set up ticket rules: Configure the rules that Service Desk uses to process tickets. See About Ticket Rules |
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Configure company business hours and holidays: Define your company's hours of operation and recognized holidays. These hours and holidays are used in determining ticket due dates and Service Level Agreement violations. See Configuring Service Desk business hours and holidays. |
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Configure Service Level Agreements (SLAs): Configure the SLAs used in calculating ticket due-dates and SLA violations. See Enable Service Level Agreements. |
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Configure User Console home page settings: Change the logo and welcome information on the User Console home page. Or, show or hide quick actions and announcements as well as links to Knowledge Base articles, tickets, and other items. See: |
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