Service Desk administration

Service Desk administration consists of the following:

• Service Desk Environment: Service Desk application contains an environment record for interactions. This record contains options that defines the functionality of the Service Desk application for all Service Desk users.
• Settings: You can configure whether escalation is allowed for interactions, and you can set the default category for new interactions.

Configure the Service Desk settings

To configure Service Desk settings:

1. Click Service Desk > Administration > Settings in the System Navigator.

2. Configure the following settings for the Service Desk application:

   Setting	Description
   Allow Escalation	Whether or not you can escalate the interactions. In the out-of-box setting, escalation is allowed. Note You can only escalate an interaction when the Allow Escalation option is selected both in the Settings menu here and in the category definition for the specific category assigned to the interaction.
   Enable "Create New Interaction" Menu Entry	This setting determines whether the interactions will be created to follow the legacy interaction workflows (select the check box) or the new streamlined workflows introduced as of SM 9.41 (clear the check box).
   Default Category	The default category when you create a new interaction. The out-of-box value for this parameter is None. The default category is used when you click Create New Interaction: If no default category is defined, you are prompted to select a category before the interaction detail screen appears. If the default category is defined, the interaction detail screen is displayed directly and the Category field is populated with the default category. Note The default category does not apply to the ESS requests. For support requests submitted through ESS, interactions are always created in the "incident" category.

3. Click Save.

Configure the Service Desk environment

To configure a Service Desk environment record:

1. Click Service Desk > Administration > Environment.

2. Configure the settings for your Service Desk environment.

   You can specify the Service Desk Record Relationship Model as follows:

   • Full Service Desk Model: In this model, the state of a Service Desk interaction record changes when each related record closes. The closed state of an interaction record depends on the notification value chosen for the "Notify By" field in the interaction record. For example, if the notification value is "Telephone," the interaction record has a required action before it is closed. This action describes why the customer must be contacted. It also prevents the interaction record from closing until all required actions are complete. In this case, the interaction record goes into the Open-Callback state before it is closed. For more information, see Full Service Desk model.
   • All Records close Independently: In this model, all Service Desk interaction records close independently. The state of related records does not affect closing an interaction record, and closing the interaction record does not affect related records.
   • Close Interactions when Related Record closes: In this model, when the last related record closes, the Service Desk interaction record closes.
   • Cannot close Related Record until Interactions are closed: In this model, records related to a Service Desk interaction cannot close until the interaction record is closed.
   • Cannot close Interactions until Related Records are closed: In this model, a Service Desk interaction record cannot close until all related Incident Management records, Change Management records, and Request Management records are closed.

   You can use the following table for more information on these fields:

   Check box	Description
   Delay Assigning Interaction ID?	If selected (set to true), prevents Service Manager from assigning an identifier to the Interaction immediately. When this option is active, there is no unique identifier to tie an attachment within the file when you first open it. Therefore, you cannot save attachments when you open the ticket. You can add attachments when saving an update after the record has a unique identifier. Note This option does not work under the following circumstances: When the system automatically creates an Interaction from a chat request in background. When a Service Desk agent manually creates an additional Interaction for a chat request.
   User Operator Full Name?	If selected (set to true), uses the operator's Full Name instead of the login ID when time stamping reports (on open, update, and so on) for records in the application environment
   Return to Blank Interaction?	If selected (set to true), returns the user to a blank (new) Interaction screen after the creation of an Incident record. If cleared (set to false), the user will return to the Interaction they created the Incident from.
   Post resolution to Interactions?	If selected (set to true), posts the resolution of a closed ticket to the related Interaction report.
   Copy Associations of Cloned Interactions?	Copies the associations of a cloned interaction.

   You can use the following table to specify information about the Post Back links:

   Post Back Link	Description
   IM Post back Link:	The link record used to post information from a related Incident to the Interaction when the Incident is closed.
   ChM Post back Link:	The link record used to post information from a related Incident to the Interaction when the Change is closed
   RF Post back Link:	The link record used to post information from a related Incident to the Interaction when the request is closed.
   PbMPost back Link:	The link record used to post information from a related Incident to the Interaction when the Problem is closed.
   Copy/Open Link:	The record from which to copy the data. When you copy a record, data from the record specified here is copied to the new record based on the link record.

   The following four fields specif information about the Service Desk Manager, Group, Phone Number and Email. These fields are used in notifications and for assigning the interaction to a default group.

   Tip You can use the field help to view the description for each setting. To view the help on field:

   • Web client: Select a field, and then press F1.
   • Windows client: Select a field, and then press Ctrl+H.
3. Click Save.

Add a Service Desk assignment group

Applies to User Roles: System Administrator

Service Desk assignment groups specify the Service Desk agents in the group so that when someone creates a new interaction it can be assigned to the applicable group. Typically, assignment groups are organized by location and expertise. To facilitate interaction response, new assignment groups can be added to the out-of-box assignment groups for Service Desk.

To add a Service Desk assignment group:

1. Click System Administration > Ongoing Maintenance > Groups > Assignment Groups.

   Tip To get a list of existing assignment groups for your reference, click Search.

2. Type the name of the new assignment group in the Assignment Group field.
3. Click Add.

4. On the Group tab, complete the fields as described below.

   1. Enter the name of the manager of the assignment group.
   2. Select the work schedule of the assignment group from the Calendar Name drop-down list.
   3. Select the time zone.

5. Select the Help Desk Group check box so that the current assignment group supports End User Chat.

6. On the Members tab, insert the cursor in a blank line and use the Fill button to select the operators you want to assign to the group. There is no limit to the number of operators in an assignment group. However, consider how many users should provide response when you create and populate a new assignment group.
7. On the Approvers tab, insert the cursor in a blank line and use the Fill button to select the approvers you want to assign to the group. There is no limit to the number of operators in an assignment group. However, consider how many users should approve when you create and populate a new assignment group.
8. On the Assignments tab, fill in the fields in Supported Departments, Supported Locations, and Supported Languages, respectively.
9. (Optional) Fill in the fields in Supported Companies if you have enabled the multi-tenant feature in your Service Manager system.

10. Follow these steps to configure the Supported Services field:

    1. Click Configuration Management > Resources > Search CIs to open the Search Configuration Item Records form.

    2. Select Business Service in the CI Type field, and then click Search.

    3. Select a configuration item, and then append an assignment group in the Support Groups field. For example, ASSET MANAGEMENT.

    4. Click Save. The selected configuration item is displayed in the Supported Services field of the ASSET MANAGEMENT assignment group.
11. Click Save and OK.