As described in Understanding Service Desk Roles, you can assign Service Desk Steps to Service Desk Roles instead of to specific employees. This greatly reduces the number of SLAs that you need to create.
With the Manage Service Desk Roles task, you can:
Note: If you are using the SLA Console to define service level agreements, you can alternately assign an AFM role to an optional step. See Using AFM or Service Desk Roles to Perform Optional Steps for SLAs.
When you load the Manage Service Desk Roles task, the system presents a three-pane form (shown below).
To create a new service desk role:
Option | Description |
Service Desk Role | Enter a descriptive name for the role. |
Step Type | From the drop-down list, choose the type of step: Confirmation, Approval, Forward, and so on. The values from which you can choose are defined in the schema. |
Java Class | com.archibus.eventhandler.steps.roles.HelpdeskRoleExamples
|
Java Method | Enter the method, such as getList() or getContact |
To edit an existing service desk role:
See also
Service Desk Role Helper: Overview
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