Definitions

Service Desk > Service Desk > Definitions

Definitions determine how tickets and KB articles are managed and tracked. When created, tickets are populated with attributes, values and requirements from a service desk definition.

The following action buttons are provided:

• New - Creates a new service desk definition.
• Edit - Edits the selected service desk definition.
• Rename - Renames the selected service desk definition.
• Delete - Deletes the selected service desk definition.
• Set Default - Sets the selected service desk definition as the default. Inbound email and alarms create tickets using the default service desk definition, if no other methods override this default. See Definitions > Properties > Standard Field Defaults > Email.
• Import - When you import a service desk, if that service desk 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.
• Export - Exports the selected service desk definition as an XML file.

Ticket Templates

To help you get started quickly, new service desk definitions are created by copying them from one of several templates, each configured to support a typical service desk business process. The template you select determines whether tickets or KB articles are created, based on the definition.

• Tickets are created in Service Desk > Tickets
• KB articles are created in Service Desk > Knowledge Base.
• Both tickets and KB articles can be viewed using Service Desk > Search All.
• Archived tickets can be viewed and unarchived using Service Desk > Archived Tickets.

Service Desk Templates

Supports the creation of tickets.

• Blank Ticket - Creates a blank service desk that contains no pre-defined values for any standard fields.
• Service_Desk_Standard - Provides basic automation with a simplified workflow. The Standard service desk is created from this template. Minimal configuration is required to use this service desk.
• ITIL Incidents - An advanced service desk, based on ITIL guidelines. The Incidents service desk is created from this template. Integrates with pre-defined sample user roles, user pools, organization types, procedure variables, message templates, policies, coverage schedules, and holidays. Additional configuration is required to use this service desk.
• ITIL Problem - A service desk, based on ITIL guidelines, used to track broadly-based product or service problems separately from immediate customer support issues. The Problem service desk is created from this template.
• ITIL ChangeRequests - A service desk, based on ITIL guidelines, used to track detailed requirements for changes or enhancements to a product or service, usually in response to a problem. The ChangeRequest service desk is created from this template.

Knowledge Base Templates

Supports the creation of KB articles.

• Blank KnowledgeBase - Creates a blank knowledge base desk that contains no pre-defined values for any standard fields.
• ITIL Knowledge Base - Creates a pre-configured knowledge base desk, based on ITIL guidelines. The KnowledgeBase desk is created using this template.

Creating a New Service Desk Definition

1. Click the New button at the top of the Service Desk > Definitions page.
2. Enter a Name and Description for your new service desk definition.
3. Select a Template to copy settings from.
4. Enter a Prefix to assign to tickets IDs based on your new service desk definition.
5. Select an Editing Template that determines the layout of the ticket editing window or the KB article editing window.
6. Select the Desk Administrator who should be notified if there is a problem with the service desk. For reference purposes only.
7. Optionally select a default Policy.
8. Optionally select an Incoming Email Settings reader to associate with the service desk in the Email field. Emails received by this reader are converted into tickets based on this service desk by default. You can override this default association using a Ticket Request Mapping procedure.
9. Click the Save button.
10. Click the new service desk definition you just created in the middle pane.
11. Click the Edit button at the top of the Definitions page.

    You'll notice there are three tabs. You should think of these three tabs as representing the initial state of any ticket based on your new service desk definition.

    • General Info - Along with the name and description of your new service desk, certain settings are available that apply throughout the life cycle of any ticket based on this service desk definition.
    • Standard Field Defaults - These are default settings for any new ticket created based on this service desk definition. If you create a new value for a standard field that you want to serve as the default value, you'll have to come back to this tab and select it.
    • Procedures - These procedures run immediately after a new ticket is created or are scheduled to be run a specified time after the ticket is created. If you create a new procedure that you want to run or schedule when a ticket is created, return to this tab to select it.
12. Review each of the other tabs in the rest of the service desk and make the changes you think are appropriate. See the online help for details about each individual tab in Definitions.

Configuring a Service Desk Definition

Once your new service desk definition is created, you can change any of the settings to suit your service requirements.

• Change the priority, category, severity, and resolution values that can be assigned to a ticket based on the service desk definition.
• Associate desks and user roles.
• Associate policies with the service desk definition.
• Define the workflow of a ticket using stages.
• Link selected service desk procedures to the service desk definition to automate processing.
• Define custom fields.

Properties > General > General Info tab

Click New to display the Add Service Desk Definition window, or click a row in the middle panel, then click Edit to display the Edit Service Desk Definition window. Enter the following attributes:

Note: Not all attributes are available when adding a record.

• Use selected template - Displays in Add mode only. Creates the service desk definition based on a template.
• Import template from a file - Displays in Add mode only. Creates the service desk definition by importing an XML file. Typically the XML file was created by exporting the service desk definition from another Service Desk module.
• Name - The name of the service desk. Display only in Edit mode.
• Description - A brief description of the service desk.
• Prefix - The prefix is added to each ticket created based on this service desk. Display only in Edit mode.
• Definition Template - The template used to create the service desk definition. Display only in Edit mode.
• Editing Template - The default editing template used to maintain tickets based on this service desk. Can be overridden by role using Definitions > Access > Roles or by Preferences by Role.
• Desk Administrator - The person responsible for maintaining the service desk. This user is sent messages for procedures that fail to execute properly.
• Default Service Desk Definition - If checked, sets this service desk definition as the default. Inbound email and alarms create tickets using the default service desk definition, if no other method specifies the service desk definition to use.
• Require Time - If checked, requires the time spent working on a ticket to be entered each time the ticket is modified in the ticket editor.
• Display Machine Info - If checked, displays machine info in the ticket editor.
• Require Machine Info - If checked, requires a machine ID to be entered in the ticket editor.
• Display Organization Info - If checked, displays the organization name in the ticket editor.
• Require Organization Info - If checked, requires the organization to be entered in the ticket editor.
• Auto Save Clock - If checked, automatically saves the time spent editing an ticket. Overrides the Require Time checkbox and hides the Hours Worked field in the ticket editor, regardless of role permissions settings.
• Auto Ticket Changes
  • Log Changes - Generate a note when a field is changed that is visible to users.
  • Log Changes in Hidden Notes - Generate a note when a field is changed that is visible to service desk users but hidden from submitters submitting tickets by email and machine users using Live Connect.
  • Do Not Log Changes

Properties > General > Standard Field Defaults tab

Select the default values for the standard fields of a ticket based on the selected service desk.

• Status - The default status.
• Priority - The default priority.
• Category - The default category.
• Severity - The default severity.
• Resolution - The default resolution type.
• Policy - The default policy.
• Email - The Incoming Email Settings reader associated with a service desk. Emails received by this reader are converted into tickets based on this service desk. Overrides the Default Service Desk Definition setting in the Definitions > Standard Info tab. Can be overridden using a Ticket Request Mapping procedure.

Properties > General > Procedures tab

Select procedures that run or are scheduled to run when a ticket is created based on the selected service desk definition.

• Ticket Change Procedure - The default Ticket Change procedure. A Ticket Change procedure runs each time a ticket is changed. Typically Ticket Change procedures notify the owner, assignee or submitter that a ticket has been updated.
• Goal Procedure - The default Ticket Goals procedure. A Ticket Goals procedure runs after a specified time period, measured from the time a ticket was created. A ticket goal procedure usually records whether or not a ticket goal was met and sets the due date for closing the ticket.

  Note: The elapsed time counter for a ticket goal can paused and resumed and the due date can be set in a procedure.

  Note: Each stage of a ticket can also specify and run a stage goal procedure.

• Goal Time - The number of time-periods to wait before running the goal procedure.
• Goal Time Units - The time-period unit of measure.

Properties > Status tab

Define an identifier and description for a status code. Status codes represent the state a ticket is in, regardless of any other classification. Possible types of status codes include: Open, Closed, On Hold, Awaiting User Feedback, Under Investigation, etc.

• Parent ID - The name of the service desk.
• ID - The record identifier. Can't be changed once you save it.
• Description - A brief description of this ID.

Properties > Priority tab

Define an identifier and description for a priority code. Priority codes are defined for each service desk definition and enable you to prioritize service requests.

• Parent ID - The name of the service desk.
• ID - The record identifier. Can't be changed once you save it.
• Description - A brief description of this ID.

Properties > Category tab

Define an identifier and description for a category. Categories and sub-categories can be defined for each service desk definition and enable you to classify the type of service requested.

• Parent ID - The name of the service desk.
• ID - The record identifier. Can't be changed once you save it.
• Description - A brief description of this ID.
• Sub Category - Enter a sub category for this category, then click the Add Sub Category button.
• Sub Categories - The list of sub categories defined for this category.
• Delete Sub Category - Select a sub category in the Sub Categories list, then click the Delete Sub Category button.

Note: The Subcategory column in the Tickets table cannot be used to filter the table.

Properties > Severity tab

Define an identifier and description for a severity code. Severity codes are defined for each service desk definition and enable you to classify how critical a service request is to an organization's operations.

• Parent ID - The name of the service desk.
• ID - The record identifier. Can't be changed once you save it.
• Description - A brief description of this ID.

Properties > Resolutions tab

Define an identifier and description for a resolution. Resolutions are defined for each service desk definition and enable you to classify a service request by how the ticket was resolved.

• Parent ID - The name of the service desk.
• ID - The record identifier. Can't be changed once you save it.
• Description - A brief description of this ID.

Properties > Custom Fields tab

Add custom fields to this service desk definition. When a ticket is created, these custom fields are available for data entry. You can order the display of custom fields in the ticket editor by using the Move Up and Move Down buttons.

• ID - The record identifier. Can't be changed once you save it.
• Screen Caption - The label for the custom field in windows.
• Report Title - The label for the custom field in reports.
• Field Format - The data type for the custom field. Includes:
  • Amt - Positive or negative number, up to 2 decimal places.
  • Integer - Positive or negative number, whole number only.
  • Quantity - Positive or negative number, up to 5 decimal places.
  • Rate - Positive or negative number, up to 5 decimal places.
  • Date - Any date.
  • Datetime - Any date and time.
  • List - A list of string values. If selected, these additional fields display.
    • Value to Add to the List - Enter a value to add to the list.
    • Add Item - Click to add an entered value to the list. Applies to custom fields using the List field format.
    • Values Added to the List - Displays a list of values. Applies to custom fields using the List field format.
  • Multiline - Displays an edit box that supports multiple lines of text.
  • String - Any alphanumeric string value.
  • Rich Text - Displays an edit box that supports rich text entry.
  • Boolean - Displays a checkbox that is either checked or unchecked. If selected, this additional field displays.
    • Default Value - If checked, the checkbox for the custom field checkbox in the ticket is checked by default.
• Default Value - The default value for the custom field.

Processing > View tab

The View tab provides a visual display of all stage sequences defined for the service desk definition. Stages progress from left to right, branching to multiple stages as defined in the Processing > Stage tab.

Processing > Stage tab

Stages are designed to model the flow of work a business performs to process service requests. They are defined by service desk definition. At least one stage is defined as a Begin stage and at least one stage is defined as an End stage. There are usually several Middle stages.

Stages are sequenced by selecting one or more "to" stages. The sequence of stages is user-defined. It depends on the policies defined by the service organization and the judgements of individual users using the system. A sequence of stages is graphically represented by the View tab within a service desk definition.

Event procedures run as soon as a ticket transitions from one stage to the next. Scheduled procedures, such as escalation procedures, are triggered to run based on how long a ticket remains in a stage. In a sense, escalation procedures are run when a system event does not occur within a specified time period.

When a service desk definition is created, stage sequences are populated by the template used to create the service desk definition. Once a service desk definition is created based on a template, these default stages can be modified to suit your business requirements.

Processing > Stage > New or Edit > General Info tab

Enter the following attributes:

• Name - The name of the stage.
• Description - A brief description of this stage.
• Stage Type - Mandatory
  • Begin - The first stage in the life cycle of a response to an ticket. You can only have one Begin stage.
  • Middle - An interim stage.
  • End - The last stage. You can have multiple End stages.
• Goal Procedure - This goal procedures run once the Goal Time has been exceeded.
• Goal Time - The number of Goal Time Units to wait before running the Goal procedure, based on setting a ticket to this stage. This default value can be overridden by a Stage Entry procedure.
• Goal Time Unit - The time period unit of measure.
• To Stage - Select one or more stages that this stage can transition to. Mandatory.

Recommendation: If you're creating an entirely new sequence of stages, create Middle stages from the End stage back to the Begin stage. This enables you select the appropriate "To" stages at the same time you create each stage.

Processing > Stage > New or Edit > Procedure tabs

• Stage Entry - This stage entry procedure runs whenever a ticket enters this stage.
• Escalation Procedure - This escalation procedure runs once the Escalation Time has been exceeded.
• Escalation Time - The number of Escalation Time Units to wait before running the Escalation procedure, based on setting a ticket to this stage. This default value can be overridden by a Stage Entry procedure.
• Escalation Time Units - The time period unit of measure.
• Stage Exit - This stage exit procedure runs whenever a ticket exits this stage.

Processing > Associated Policies tab

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 service 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 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 > Definitions > Properties > General > Standard Field Defaults.

Enter the following attributes:

• Parent ID - Display only. The service desk 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 service 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.

Access > Roles tab

VSA users using a role linked to the Service Desk Administrators role type can see and work with any field in any ticket editor or KB article editor. Master role users also always have complete field permission access, regardless of roletype assignment.

For VSA users using roles linked to the Service Desk Technicians role type, field permissions determine what fields a user can view or edit within the ticket editor or KB article editor. Typical permissions include: Editable, View Only, Hidden, or Required. Field permissions are defined for each combination of service desk (or knowledge base) and user role (or machine role).

These permissions are initially set by editing template, when a service desk definition is first associated with a role. You can change the field permissions to suit the business requirements of each role. You associate roles with service desk definitions—and set field permissions—using Preferences by Role or the Definitions > Access > Roles tab.

You can specify a different editing template from the default editing template, for each combination of role and service desk. The default editing template for all roles working with a service desk is specified in the Service Desk > Definitions > Properties > General Info tab.

Action buttons include:

• Assign - Associate a role with the service desk definition and edit field permissions for each field.
• Change - Edit the field permissions for each field in the service desk definition.
• Delete - Remove the association between the role and the service desk definition.

Access > Pools tab

Users can be assigned to pools of users, regardless of the roles they belong to. Tickets can be assigned to pools using the Assigned To field in the editor, or by procedure using the Assign Ticket Property > Pool command. When a user in that pool opens the ticket, the ticket is automatically reassigned to the individual user.

• ID - The identifier for the pool of users.
• Description - A brief description of the pool.
• Filter by Role - Filters the users in the left hand pane by user role.
• Use the > button to added selected users in the left side list to the pool.
• Use the < button to remove selected users in the right side list from the pool.

Topic 3658: Send Feedback. Download a PDF of this online book from the first topic in the table of contents.