Use > Service Desk (Streamlined Interaction) > Service Desk configuration

Service Desk configuration

Service Desk configuration enables you to configure alert, interaction categories, workflow, solution matching, and so on.

Create an interaction category

Applies to User roles: System Administrator

If you are a Service Manager administrator, you may want to create new interaction categories. You may want to create a category when you require a different worfklow that specifies unique forms and business rules.

Note If you do create a new category, you must also add corresponding subcategories and areas.

Micro Focus Service Manager provides a number of out-of-box category records that you can use or modify. For more information, see Out-of-box Service Desk categories.

Note The Allow Escalation option is not applicable to the streamlined interactions.

To create new interaction category record, follow these steps:

  1. Click Service Desk > Configuration > Interaction Categories.
  2. Click New.
  3. Type the name of the category.

  4. Specify the Apply To option to indicate the modules that can share this category.

    Note The Apply To flag indicates whether the category is shared across different modules. For example, if the Apply To is set to "Interaction/Incident", this category will be created in both the interaction category table and the incident category table. Typical shared categories in the out-of-box system include:

    • incident
    • problem
    • request for information
    • support catalog

    For an Interaction Category, the following rule applies:

    • Once a value is specified in the Apply To field and the record is saved, the value cannot be modified.

    The Apply To options that are used in Interaction Categories include:

    • Interaction
    • Interaction/Incident
    • Interaction/Incident/Problem
    • Interaction/Problem

  5. Specify whether the category is active.

    Note If the Active check box is unchecked, you cannot use this category when creating a new record.

  6. Type the category description.
  7. Select a workflow for the category.

  8. Specify the fulfillment process that is associated with this interaction category. When an interaction record is created in this category, the specified process will be initiated.

    Note  

    • The following table lists the processes in the out-of-box system and the recommended workflows that you need to specify in step 8.

      Fulfillment process

      		 Workflow

      Incident Management

      		 Streamlined Service Desk

      Problem Management

      		 Streamlined Service Desk

      Request Fulfillment

      		 Streamlined Service Desk

      Change Management

      		 Streamlined Service Desk
      Service Desk Streamlined Complaint or Compliment

    • When the fulfillment process is reconfigured for a category, the configuration will take effect after you re-login Service Manager.

  9. Click Save to view the Workflow tab and other associated tabs.
  10. Click Subcategories tab to create subcategories for the interaction category.

  11. Click Service Desk Approval tab to configure approval settings.

    Note The settings in the Service Desk Approval tab are only for service catalog approval. That is, in the out-of-box system, they are only valid for the service catalog category.

  12. Click Save.

Note The Interaction category name is read-only after the category is created.

Add a new interaction subcategory

Applies to User roles: System Administrator

Subcategories are a way to refine a Service Desk category into smaller groups. For example, the complaint category can have service delivery and support subcategories.

To add a subcategory:

  1. Click Service Desk.

  2. Click Configuration > Interaction Categories.

  3. Click New to create a new category or click Search to select an existing category.
  4. In the Subcategories section, click the Link New Subcategories button.

  5. Type a subcategory name.

  6. Type a description for the subcategory.

  7. Click Save to add the new subcategory.

Add a new interaction area

Applies to User roles: System Administrator

Areas are a way to further refine a Service Desk subcategory. For example, the support subcategory in the complaint category can have availability, functionality, and performance areas.

To add an area:

  1. Click Service Desk.

  2. Click Configuration > Interaction Categories.

  3. Click New to create a new category or click Search to select an existing category.
  4. In the Subcategories section, click the Link New Subcategories button to create a new subcategory or select an existing subcategory from the list.

  5. In the Areas section, click the Link New Areas button.

  6. Type a name for the area.

  7. Type a description for the area.

  8. Click Save to add the new area.