Activating Service Desk Integration

The Service Desk module is a greatly enhanced replacement module for the Ticketing module. 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

Activation of Service Desk causes Live Connect, Monitoring and Alarms to integrate with Service Desk. After activation, links throughout the VSA that say New Ticket... are created in the Service Desk module instead of the Ticketing module.

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

The Service Desk module is activated using the Activate button in Service Desk > Setup.

Enabling Email Readers

Service Desk > Incoming Email Settings must be enabled to convert ticket-creation links into Service Desk tickets. No Service Desk email readers have to be defined. The Ticketing module converts alarms into tickets without requiring its email reader to be enabled.

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.

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 > Setup to deactivate Service Desk integration.

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