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Setup Customer_SD_Basic

The Customer_SD_Basic is a basic ticket support desk with sample tickets. This service desk requires no other configuration to get started. If you need to get started as quickly as possible—without making use of Service Desk's automation features—this is the one to use.

Configuration

  1. Create the Desk - Click the Install Desk button for the Basic Customer Service Desk using Service Desk > Desk Templates.
  2. Assign Users to User Roles - Assign users requiring access to the Service Desk module to user roles—such as SD User or SD Admin—that use the Service Desk Administrators or Service Desk Technicians role type.
  3. Associate the Desk with User Roles - This service desk is automatically associated with the SD User role. If you assign users to a user role that uses the Service Desk Technicians role type, you must associate this desk with that user role using Role Preferences or the Desk Definition > Access > Roles tab.

    This step is not necessary for users assigned to user roles—such as SD Admin—that use the Service Desk Administrators role type.

  4. Assign the Desk to Scopes - Assign this desk to the scopes of users who use roles—such as SD User—that use the Service Desk Technicians role type.

    This step is not necessary for users assigned to user roles—such as SD Admin—that use the Service Desk Administrators role type.

  5. Verify Outbound Email is Enabled - Ensure that outbound emails are enabled using System > Outbound Email.
  6. Create an Inbound Email Reader - Create an email reader using the Service Desk > Incoming Email and Alarm Settings > Readers tab. This enables tickets to be created when inbound emails are received. Ensure emails received by this reader are converted into tickets for this service desk by linking the email reader to the service desk using the Desk Definition > New or Edit > General > Standard Field Defaults > Email field. You can override this default association using a Ticket Request Mapping procedure.
  7. Activate Service Desk - Alarm generated tickets can be configured to create tickets using this desk. Use Service Desk > Incoming Email and Alarm Settings > General tab to specify Customer_SD_Basic as the service desk to use when tickets are created from alarms. Then use Service Desk > Global Settings to activate Service Desk.