Setup Customer_SD_Automation

The Customer_SD_Automation service desk provides basic automation with a simplified workflow. Automation in this service desk demonstrates email and message notification to users and user pools when a ticket is created, starts a new stage or is escalated. Minimal configuration is required to use this service desk.

Note: See How Stages Work for a description of each stage in the Customer_SD_Automation service desk.

Configuration

1. Create the Desk - Click the Install Desk button for Automated Customer Service Desk using Service Desk > Desk Template.
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. Assign Users to Pools - Assign users to the following user pools within the Customer_SD_Automation service desk. You assign users to user pools using Service Desk > Desk Definition > Access > Pools.
   • Tier1Support
   • Tier2Support
6. Configure Procedure Variables - Enter email addresses, as appropriate, in the value fields for the following procedure variables using Service Desk > Procedure Variables.
   • Email_Tier1Support - These email addresses correspond to the same users added to the Tier1Support pool.
   • Email_Tier2Support - These email addresses correspond to the same users added to the Tier2Support pool.
   • Email_KaseyaServer - Enter a single "From" email address.

   Multiple email recipients should be separated by semi-colons, for example: jsmith@acme.com;fgorham@acme.com;twinters@consultants.com.

7. Verify Outbound Email is Enabled - Ensure that outbound emails are enabled using System > Outbound Email.
8. 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.
9. 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_Automation as the desk definition to use when tickets are created from alarms. Then use Service Desk > Global Settings to activate Service Desk.
10. Modify CS Message Templates - You may wish to update the message templates used by the Customer_SD_Automation using Service Desk > Message Templates. These message templates are all identified with a CS prefix.