Archibus SaaS / Maintenance / Workflow
Maintenance / Corrective Maintenance / System Integrator / Manage Service Desk Roles
Workplace Services / Service Desk / System Integrator / Manage Service Desk Roles

Service Desk Role Helper: Overview

Service desk roles are a powerful configuration option when defining SLAs for Service Desk and Corrective Maintenance.  With the Service Desk Role Helper utility, you can set up service desk role based on a number of criteria. 

• Using the Service Desk Role Helper
• Service Desk Role Helper: Methods for Defining a Service Desk Role
• Service Desk Role Helper: Testing the Service Desk Role

Considerations

If you need more complex role definitions than you are able to define with the Service Desk Role Helper, you can still write your own Java methods. The Service Desk Role Helper works together with the default service desk role mechanism; it does not replace it. See Manage Service Desk Roles.

Some of the sample service desk roles refer to email address.  Email is the way that Employee, User, and Craftsperson records are connected.  The same individual who appears in multiple of these tables should have the same email address in each.  Additionally, the same email address should appear only once in each table. 

Be aware that roles named “Building Manager,” “Senior Executives,” “Supervisor,” and “Requestor” exist in most databases out-of-the-box; do not duplicate these role names when defining Service Desk Roles. 

The ability to define a group of employees to respond is powerful, but the more people in that group, the longer request processing takes.  Try to use restrictions based on the request values to keep the number of employees in each role to a low number.