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Setup Problem Service Desk

The Problem desk, based on ITIL guidelines, demonstrates the benefits of analyzing and resolving broadly-based product or service problems separately from immediate customer support issues. Problem tickets can be associated with multiple incidents. When a solution is identified, customers with related incidents can be notified.

When multiple organization/contacts have reported a similar type of incident, it can be easier to manage a response to those incidents by linking them to a single problem ticket. This can apply regardless of whether the incidents are questions/known errors, suggestions, or unknown errors. The problem ticket restates the reported incidents in a generic way that applies to anyone faced with the same set of conditions. For example the title of a problem ticket could be: Cannot apply printer drivers to mapped drives.

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 Problem 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.