After you import or create user accounts, you can assign user roles to those accounts.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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You can apply labels and roles to Service Desk staff members to manage their permissions.
For instructions on creating labels and roles, see Setting up roles for user accounts and Setting up labels for user accounts.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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In the label window, drag the All Ticket Owners label to the Restrict to Labels field, then click Save. |
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You can then configure the Ticket Detail page to use that account as described in Configuring ticket settings.
To learn about email notifications, see About email notifications.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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DefaultTicketOwners@mydomain.com | |
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To assign this new user as the default ticket owner, choose the DefaultTicketOwners as described in Configuring ticket settings. |
An email notification strategy is described in the System requirements.
By default, Service Desk automatically sends an email to alert your staff if a ticket remains in a particular state too long. In addition, a ticket with a priority of High is escalated if it is not modified or closed within 30 minutes. To change the escalation times and the list of tickets to which they apply, see Customize the Ticket Detail page.
In general, the appliance should never be configured to email itself. For example, if a queue's email address is helpdesk@example.com, the helpdesk@example.com email address should not be a valid selection for the Category CC list or any of the settings where email addresses can be specified.
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The ticket submitter and owner are notified by email each time their ticket’s State or Status changes. |
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If a ticket is escalated, the ticket owner, and anyone else in the Category CC list, is notified. |
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