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Desk Definition

Service Desk > Desk Definition

Desk Definition determines how tickets and KB articles are managed and tracked. When created, tickets are populated with properties and values from a desk definition.

Actions

The following action buttons are provided:

  • New - Creates the general settings of a new desk definition.
  • Edit - Edits the general settings of a selected desk definition.
  • Rename - Renames a selected desk definition.
  • Delete - Deletes a selected desk definition.
  • Set Default - Sets a selected desk definition as the default. Inbound email and alarms create tickets using the default desk definition, if no other methods override this default. See Desk Definition > New or Edit > Standard Field Defaults > Email.
  • Import - Imports a desk definition. When you import a desk definition, if that desk definition includes field level permissions for a role that does not exist on the target system, the role is created. No users are associated with this new role, but the correct role types are associated with it.

    Note: Desk definitions, message templates and tickets can be imported and exported using the System > Import Center. A desk definition can be exported as a template or as desk. Exporting a desk definition can include all the procedures that support it. Exporting a ticket includes the desk that supports it.

  • Export - Exports a selected desk definition as an XML file.

Configuring a Desk Definition

Click any of the following topics for details on how to configure a desk definition.