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Setup Demo Service Desk

The Demo service desk 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.

Note: This sample service desk is not available for Usage Type 0 Service Desk installations.

Configuration

  1. Create the Desk - Click the Create button for the Demo sample service desk using Service Desk > Setup.
  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 Preferences by Role or the Definitions > 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 Service Desk > Incoming Email Settings. 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 Definition > Properties > 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 Settings to specify Demo as the service desk to use when tickets are created from alarms. Then use the Service Desk > Setup page to activate Service Desk.