You can configure Service Desk to meet your company policies and branding requirements.
• |
Set up User Roles and labels: Create permission-based roles to manage user access. See Setting up roles for user accounts. |
• |
Set up user accounts: All Service Desk users and administrators must have authenticated user accounts. See Configuring user accounts, LDAP authentication, and SSO. |
• |
Customize ticket information: Add ticket categories, status, impact, and priority properties as needed. Identify additional information to include in tickets. See Configuring ticket settings. |
• |
Customize email templates: Configure the Service Desk email templates used to send notifications. See Configure email templates. |
• |
Set up email notifications: Configure the events that trigger email notifications. See Configuring email settings. |
◦ |
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. |
◦ |
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. |
• |
Set up ticket rules: Configure the rules that Service Desk uses to process tickets. See About Ticket Rules |
• |
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. |
• |
Configure Service Level Agreements (SLAs): Configure the SLAs used in calculating ticket due-dates and SLA violations. See Enable Service Level Agreements. |
• |
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: |
1. |
a. |
Log in to the K1000 Administrator Console, http://K1000_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. |
b. |
c. |
On the Configuration panel, in the Business Hours and Holidays section, click Define Business Hours. |
2. |
For each day of the week, specify the hours of operation by providing the starting and ending time, by selecting the Open 24 hours check box, or by selecting the Closed check box. |
3. |
Configure queues to use business hours in SLAs. See Configure ticket queues.
1. |
a. |
Log in to the K1000 Administrator Console, http://K1000_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. |
b. |
c. |
2. |
Click Add Holiday to add a new holiday to the list. Click the Edit button next to a holiday to edit it: |
3. |
Configure queues to use holidays in SLAs. See Configure ticket queues.
© 2021 Quest Software Inc. ALL RIGHTS RESERVED. Feedback Terms of Use Privacy