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Associated Policies tab

Service Desk > Desk Definition > Edit > Processing > Associated Policies

Policies can be optionally assigned to a ticket when a new ticket is saved for the first time. Assigning a policy determines the hours of coverage, the manner of contact accepted by a service desk and the assignment of policy-specific variables. Policy variables can affect how a procedure is run on a ticket.

The Associated Policies tab provides a method of automatically assigning one of several policies to a new ticket. Each policy added to the Associated Policies tab of a desk definition is distinguished by its association with an organization, organization type, or machine group and operating system combination.

When a new ticket is associated with a machine ID, organization, contact or phone number and saved for the first time, a policy can be assigned to the new ticket by looking up the first policy that matches the ticket associations listed in the Associated Policies tab—in alphanumeric order of the Policy name column.

  • Selecting a contact name or phone number in a ticket has the effect of selecting that contact's organization.
  • Selecting an organization in a ticket has the effect of selecting an organization type, if the organization is a member of the organization type.
  • Selecting a machine ID and operating system combination in a ticket has the effect of selecting a machine group, operating system, and organization.

Note: A default policy can be assigned to a new ticket if no other method is used to assign a policy. The default policy is set in Service Desk > Desk Definition > Properties > General > Standard Field Defaults.

Note: See Automated Processing Using Policies.

Enter the following attributes:

  • Parent ID - Display only. The desk definition name selected in the middle pane.
  • Policy - Select a policy in the list box. The list box is empty if no policies are defined, or if all policies are already added to the desk definition.
  • Type - Specifies the record type you are associating with this policy.
    • Machine Group - Select a machine group using the Machine Group field.
    • Organization - Select an organization using the the Org Name field.
    • Organization Type - Select an organization type using the Org Type field.
  • Operating System - Displays only if Machine Group is selected. Select one of several classes of operating systems.