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Activation

Service Desk > Common Configuration > Global Settings

Activation of Service Desk enables system events—such as alarms—to create new tickets in Service Desk instead of the legacy Ticketing module. Activation also causes Live Connect, Portal Access, Monitoring and other pages that show existing tickets to list Service Desk tickets instead of Ticketing module tickets. Other modules in the VSA are either integrated with the Ticketing module or the Service Desk module, but cannot be integrated with both modules at the same time.

Activation of Service Desk integration can be done at any time before or after Service Desk configuration. Typically Service Desk is configured before activation.

You must perform all three steps below to enable system events to create new tickets in Service Desk.

  1. The Service Desk module must be activated to process ticket requests from system events using Service Desk > Common Configuration > Global Settings.
  2. Incoming Email and Alarm Settings must be enabled.

    Note: No email readers need be defined to create Service Desk tickets from alarms.

  3. Specify the desk definition used to create the ticket, in any one of the following three ways:
    1. Optionally set the Default desk definition in Service Desk > Desk Definition.
    2. Optionally set the Alarm Default Service Desk in Service Desk > Incoming Email and Alarm Settings. Has precedence over the Default desk definition.
    3. Optionally specify a unique Ticket Request De-Dup or Ticket Request Mapping procedure to process ticket requests from system events. Set using the Service Desk > Incoming Email and Alarm Settings > General tab. Has precedence over the Default desk definition and the Alarm Default Service Desk setting. See the Test Property Value of the Receipt command for details on testing the property values of ticket requests, including the source system event of the ticket request. This IF command is only available in a Ticket Request Mapping procedure.

Note: See the Incoming Email and Alarm Settings > Readers tab to create tickets based on inbound email.

Deactivation

Once activated, Service Desk can be deactivated. Deactivation redirects Live Connect, Monitoring and Alarms to integrate with the Ticketing module instead of the Service Desk module. Use Service Desk > Global Settings to deactivate Service Desk integration.

Disabling the Ticketing Email Reader

After Service Desk activation, the Ticketing email reader will still convert inbound emails into Ticketing module tickets, so you may want to disable the Ticketing email reader manually before Service Desk is activated. If both the Ticketing and Service Desk email readers are to be run concurrently, they should poll different email servers.