Archibus SaaS / Maintenance / Workflow
Maintenance / Corrective Maintenance / System Integrator
Workplace Services / Service
Desk / System Integrator
Manage Service Desk Roles
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:
- create and edit service desk roles using Java, as described below
- create and edit service desk roles using the Service Desk Role Helper
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).
- The top left pane lists the service desk roles that were defined using Java.
- The Service Desk Role Helper (bottom left pane) lists the roles that were created using the Service Desk Role Helper.
- The right pane displays the details of the service desk role selected from either the top or bottom pane. The pane refreshes and presents a different set of options depending on from which pane the service desk role was selected. For example, in the below image, the right pane displays the Java option because the user selected a service desk role from the top left pane.
Creating or Editing a Service Desk Role Using Java
To create a new service desk role:
- Click Add Role in the upper left pane.
- In the right pane, the system displays a form for entering the java class and method.
- Complete the form as follows.
| 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 |
- When you are finished, the system adds the new service desk role to the list of service desk roles in the top left pane.
To edit an existing service desk role:
- Click on it in the upper left pane. (Do not select its checkbox.)
- The view presents its values in the right pane.
- Edit the values as necessary.
See also