You can set the expected resolution time for each ticket priority, and you can enable SLAs to take the defined business hours and holidays into consideration when calculating due dates. For example, if tickets with a priority of Low are set to be resolved in two days, and a Low priority ticket is submitted the day before a holiday, the holiday is excluded from the two-day resolution time when calculating the due date.
SLAs are based on the priority values defined in the queue, so these values should be defined before SLAs are configured. See Customize ticket priority values. In addition, SLAs can use business hours and holidays only if those hours and holidays have been defined. See Configuring Service Desk business hours and holidays.
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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. |
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2. |
Scroll down to the Service Level Agreement section. A row is displayed for each priority value defined for the queue. See Customize ticket priority values. |
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4. |
See Managing Service Desk ticket queues.
You can modify the settings of ticket queues as needed.
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. |
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c. |
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The name of the Service Desk queue. This name appears in the From field when users receive email messages from the Service Desk. | |||
A fully qualified email address for the server. Users typically do not reply to this address. If you want to allow users to reply to K1000 Management Appliance email, specify an email address in the Alternate Email Address field. | |||
Support@mydomain.com The primary email address your users send email to. The K1000 Management Appliance also uses this address to send email from the Service Desk. Confirm that the domain name is correct for your email service. For information on creating POP3 email accounts, see Create and configure POP3 email accounts. |
3. |
Optional: Specify POP3 settings. |
To use a POP3 email server, you need to enable SMTP Server and POP3 in the appliance network settings. See Changing appliance network settings.
The hostname or IP address of the POP3 server. If you specify an IP address, enclose the address in brackets. For example [10.10.10.10]. | |
The username of an account that has access to the POP3 server. | |
4. |
Select the SMTP Settings check box, then provide the following information for an external SMTP server. |
To use a SMTP server, you need to enable SMTP Server in the appliance network settings. See Changing appliance network settings.
Specify the hostname or IP address of an external SMTP server, such as smtp.gmail.com. External SMTP servers must allow anonymous (non-authenticated) outbound email transport. Ensure that your network policies allow the appliance to contact the SMTP server directly. In addition, the mail server must be configured to allow the relaying of email from the appliance without authentication. If you specify an IP address, enclose the address in brackets. For example [10.10.10.10]. | |
The username of an account that has access to the external SMTP server, such as your_account_name@gmail.com. | |
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6. |
Select submitters by label only. Available only when Allow all users as submitters is not selected. | |||||
Allow users on the appliance to approve tickets through this Service Desk queue. | |||||
Select approvers by label only. Available only when Allow all users as approvers is not selected. | |||||
Confirm that All Ticket Owners is the label selected. | |||||
Allow unrecognized users to create tickets. If Accept email from unknown users is enabled in the queue configuration, any email sent to the Service Desk queue is allowed to set the Submitter field of a ticket, provided that the username passed in the @submitter token is that of an existing user, or the current email address if it is an unknown user. If Accept email from unknown users is disabled, the preceding process works only when the email address of the sender is already associated with a Service Desk user account. | |||||
Enable the system to automatically close child tickets when parent tickets are closed. | |||||
Allow users with an Administrator role to read and edit tickets in this queue (Administrator Console only) |
Grant read and write permissions to all users who are assigned to the Administrator role. | ||||
Automatically select the Owners Only check box when comments are added to tickets. | |||||
Display a dialog, to administrators and ticket owners, that summarizes conflicts between the changes they are submitting and the changes submitted concurrently by other users. When administrators and ticket owners click Save or Apply Changes on the Ticket Detail page, the dialog appears if other users have edited and saved the ticket while it was open for editing. This enables administrators and ticket owners to choose whether to discard their changes, or overwrite the changes made by other users if there are conflicts. |
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In the Archive Preferences section, select settings for ticket archival. Click the Settings link to enable ticket archival. |
The age of tickets to be archived. For example, if you select 3 months, tickets are archived when three months have passed since the tickets were opened. To prevent tickets in the queue from being archived, select Never. Archived tickets can be restored to the queue if necessary. See Restore archived tickets. | |
The age of tickets to be permanently removed from the archive. For example, if you select 6 months, archived tickets are deleted from the archive when six months have passed since the tickets were opened. To prevent tickets in the queue from being deleted from the archive, select Never. Deleted tickets cannot be restored to the queue. |
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Category: Software |
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Status: New |
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Impact: 1 person cannot work |
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Priority: Medium |
NOTE: If any of these fields are marked as Required in the Customize Fields and Layout page, the default value is ignored and users are required to select a value from the drop-down list. |
9. |
In the Email on Events section, select the categories of users who will receive email when the specified events occur. Each column represents a type of Service Desk user (role) and each row represents a ticket event. See Configure email triggers. |
10. |
Optional: Configure Service Level Agreement Settings. Here you can enable Service Level Agreement (SLA) settings based on the ticket priority. When enabled, the due date of the ticket automatically takes into account the resolution time, business hours, and holidays. See Configuring Service Level Agreements. |
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In the Ticket Rules section, enable the rules to apply to tickets in the queue. You can use any of the pre-defined rules or customize your own. See Using Ticket Rules for more information about how to use and customize ticket rules. |
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