Service Desk/Queue Configuration - Revision history

Dcowan: page moved to confluence

2018-05-08T03:47:14Z

page moved to confluence

Dcowan: added notes about inbound email prefix

2017-10-18T06:45:27Z

added notes about inbound email prefix

Scarpenter: /* See Also */

2017-05-02T03:27:30Z

‎See Also

Scarpenter: /* Queues */

2017-05-02T03:23:27Z

‎Queues

Scarpenter at 03:22, 2 May 2017

2017-05-02T03:22:43Z

Scarpenter: /* Setting up Queues, Categories and Subcategories */

2016-12-01T23:52:43Z

‎Setting up Queues, Categories and Subcategories

Scarpenter: /* Queues */

2016-12-01T23:47:54Z

‎Queues

Scarpenter: /* Overview */

2016-12-01T06:59:11Z

‎Overview

Scarpenter: /* Business Rules */

2016-12-01T06:50:02Z

‎Business Rules

Scarpenter: Created page with "{{DISPLAYTITLE:Configure Service Desk Queues}} = Overview = This section describes how to configure the service desk module in order for it to be used by your staff and custom..."

2016-12-01T06:48:09Z

Created page with "{{DISPLAYTITLE:Configure Service Desk Queues}} = Overview = This section describes how to configure the service desk module in order for it to be used by your staff and custom..."

New page

{{DISPLAYTITLE:Configure Service Desk Queues}}
= Overview =
This section describes how to configure the service desk module in order for it to be used by your staff and customers. Before tickets can be created, service providers need to set up:

* Queues
* Categories
* Subcategories

== Business Rules ==
The following business rules apply to the configuration of your service desk module:

* There must be at least one queue.
* Each queue must have at least one category
* Each category must have at least one subcategory

This diagram shows how a typical structure of queues, categories and subcategories.

[[file: Queue-structure.png]]

= Queues =
Queues are

← Older revision		Revision as of 03:47, 8 May 2018
Line 1:		Line 1:
−	~~{{DISPLAYTITLE: Queues, Categories and Subcategories}}~~	+	This page has been [https://resources.emersion.com/x/HAb6 moved]
−	~~= Overview =~~
−	~~When the service desk module is first enabled, and before tickets can be created, service providers need to set up:~~
−
−	* Queues
−	* Categories
−	* Subcategories
−
−	Do you have a multi-tier environment? If your subscription to the service desk module includes Wholesale Service Desk, you will need queues, categories and subcategories for both Retail and Wholesale levels. You also require additional configuration steps to ensure service tickets can move through all tiers correctly. See this article to learn more about service desk for Wholesale Service Providers.
−
−	~~The rest of this section assumes a single tier, i.e. You have a Retail Service Provider account with an End User Portal.~~
−
−	~~== Business Rules ==~~
−	~~The following business rules apply to the configuration of your service desk module:~~
−
−	* There must be at least one queue.
−	* Each queue must have at least one category
−	* Each category must have at least one subcategory
−
−	This diagram shows a typical structure of queues, categories and subcategories. It is intended to be used as a guide only. Service providers can set up as many queues, categories and sub categories as needed.
−
−	~~[[file: Queue-structure.png\|1200px\|]]~~
−
−	~~= Queues =~~
−	~~Each ticket must be allocated to a service desk queue. When a new ticket is created, this a mandatory field. When creating a new queue, you can:~~
−
−	* configure the queue to assign a default priority and urgency.
−	* configure a queue to be visible in the end user portal or not (Retail Service Desk Only)
−	* configure a queue to be visible to your downstream service provider or not (Wholesale Service Desk Only)
−	* Configure the type of queue it should be.
−
−	~~There are two queue types, each with their own underlying business rules.~~
−	* Basic
−	* TIO
−
−	~~== Basic Queues ==~~
−	~~Most queues are configured to be basic queues. They operate without TIO business rules Emersion has implemented in the TIO queue.~~
−
−	~~== TIO Queues ==~~
−	~~This is a specific queue type that is designed exclusively for service providers that need to manage TIO cases. Customised behaviour underpins this queue is different to basic queues.~~
−
−	~~=== TIO Account Flag ===~~
−	Accounts have a TIO flag to denote if a customer has a pending TIO complaint. The presence of an open TIO ticket for a customer will set this flag automatically. When the last TIO ticket for a customer has been ~~closed, the flag will be automatically removed.~~
−
−	~~=== Debt Collection Management ===~~
−	~~The debt collection management events are configured to check for the existence of TIO tickets when they are triggered. Service Desk with a TIO queue is a prerequisite for this module.~~
−
−	~~=== Automated Account Suspension ===~~
−	~~The automated suspension and restriction module checks for the existence of TIO tickets before taking any action.~~
−
−	~~= Categories and Subcategories =~~
−	Categories and subcategories help service desk teams organise their tickets. Each ticket must be assigned to a category and a subcategory at the time it is created. Categories and subcategories can also be configured to be available to end user portal users or in Cumulus only.
−
−	~~= Setting up Queues, Categories and Subcategories =~~
−	Queues, categories and subcategories are set up for you by our Emersion customer service team when you subscribe to the module, or during your onboarding implementation project when you commence with Emersion.
−
−	Service providers can define and configure queues, categories and subcategories using the excel template below. Send your completed template to our customer service team via a support ticket. Please take extreme care when configuring your service desk. Once the queues, categories and subcategories are created, any alterations is considered a work request and is subject to fees. No queue structure changes will be made to queues, categories and subcategories once tickets are created against them.
−
−	~~If you are using inbound email and wish to have replies automatically add notes to an existing service desk ticket, the outgoing email subject MUST be prefixed in a~~ [~~[Service_Desk~~/~~Outbound_Email#Create_the_Event_Template\|special way]] such that the system knows the inbound email is a reply and should be added as a note. <br~~ />
−	The special prefix is only added to an outgoing email subject if the Note Ticket Queue has an "email prefix" value set. We recommend the use of a simple 3 character combination (for example: Support could use the prefix SUP, Accounts could use ACC, Provisioning could use PRO, etc).
−
−	~~Please let us know your choice if you wish to have an email prefix set against your Queue~~.
−
−	~~[[media: Service-desk-queue-category-template v4.0.zip]]~~
−
−	~~= See Also =~~
−	* [[Service_Desk\|Service Desk]]
−	* [[Service Desk/~~Mailbox Configuration\|Service Desk Mailboxes]~~]

← Older revision		Revision as of 06:45, 18 October 2017
Line 56:		Line 56:

	Service providers can define and configure queues, categories and subcategories using the excel template below. Send your completed template to our customer service team via a support ticket. Please take extreme care when configuring your service desk. Once the queues, categories and subcategories are created, any alterations is considered a work request and is subject to fees. No queue structure changes will be made to queues, categories and subcategories once tickets are created against them.		Service providers can define and configure queues, categories and subcategories using the excel template below. Send your completed template to our customer service team via a support ticket. Please take extreme care when configuring your service desk. Once the queues, categories and subcategories are created, any alterations is considered a work request and is subject to fees. No queue structure changes will be made to queues, categories and subcategories once tickets are created against them.
		+
		+	If you are using inbound email and wish to have replies automatically add notes to an existing service desk ticket, the outgoing email subject MUST be prefixed in a [[Service_Desk/Outbound_Email#Create_the_Event_Template\|special way]] such that the system knows the inbound email is a reply and should be added as a note. <br />
		+	The special prefix is only added to an outgoing email subject if the Note Ticket Queue has an "email prefix" value set. We recommend the use of a simple 3 character combination (for example: Support could use the prefix SUP, Accounts could use ACC, Provisioning could use PRO, etc).
		+
		+	Please let us know your choice if you wish to have an email prefix set against your Queue.

	[[media: Service-desk-queue-category-template v4.0.zip]]		[[media: Service-desk-queue-category-template v4.0.zip]]

@@ Line 60: / Line 60: @@
 = See Also =
-* [[Service_Desk]]
+* [[Service_Desk|Service Desk]]
 * [[Service Desk/Mailbox Configuration|Service Desk Mailboxes]]

@@ Line 31: / Line 31: @@
 There are two queue types, each with their own underlying business rules.
-** Basic
+* Basic
-** TIO
+* TIO
 == Basic Queues ==
@@ Line 47: / Line 47: @@
 === Automated Account Suspension ===
 The automated suspension and restriction module checks for the existence of TIO tickets before taking any action.
 = Categories and Subcategories =

@@ Line 1: / Line 1: @@
-{{DISPLAYTITLE:Configure Service Desk Queues}}
+{{DISPLAYTITLE: Queues, Categories and Subcategories}}
 = Overview =
-This section describes how to configure the service desk module in order for it to be used by your staff and customers. Before tickets can be created, service providers need to set up:
+When the service desk module is first enabled, and before tickets can be created, service providers need to set up:
 * Queues
@@ Line 20: / Line 20: @@
 This diagram shows a typical structure of queues, categories and subcategories. It is intended to be used as a guide only.  Service providers can set up as many queues, categories and sub categories as needed.
-[[file: Queue-structure.png]]
+[[file: Queue-structure.png|1200px|]]
 = Queues =
@@ Line 26: / Line 26: @@
 * configure the queue to assign a default priority and urgency.
-* configure a queue to be visible in the end user portal or not.
+* configure a queue to be visible in the end user portal or not (Retail Service Desk Only)
-* configure a queue to be visible to your downstream service provider or not
+* configure a queue to be visible to your downstream service provider or not (Wholesale Service Desk Only)
-* Configure the typw of queue your queue should be
+* Configure the type of queue it should be.
 ** Basic
 ** TIO
@@ Line 36: / Line 38: @@
 == TIO Queues ==
-This is a specific queue type that is designed exclusively for service providers that need to manage TIO cases. Customised behaviour underpins this queue is different to basic queues. Unless you understand the functional behavioural differences of using a TIO queue, Emersion recommends sticking with basic queues.
+This is a specific queue type that is designed exclusively for service providers that need to manage TIO cases. Customised behaviour underpins this queue is different to basic queues.
 = Categories and Subcategories =
-Categories and subcategories help service desk teams organise their tickets. Each ticket must be assigned to a category and a subcategory at the time it is created. Categories and subcategories can also be configured to display in the end user portal or not. This enables service providers to have internal categorioes and subcategories if required.
+Categories and subcategories help service desk teams organise their tickets. Each ticket must be assigned to a category and a subcategory at the time it is created. Categories and subcategories can also be configured to be available to end user portal users or in Cumulus only.
 = Setting up Queues, Categories and Subcategories =
-Queues, categories and subcategories are set up for you by our Emersion customer service team. Service providers can define and configure queues, categories and subcategories using the excel template below. Send your completed template to our customer service team via a support ticket. Please take extreme care when configuring your service desk. Once the queues, categoroes and subcategories are created, any alterations is considered a work request and is subject to fees. No queue structure changes will be made to queues, categories and subcategories once tickets are attached to them.
+Queues, categories and subcategories are set up for you by our Emersion customer service team when you subscribe to the module, or during your onboarding implementation project when you commence with Emersion.
 [[media: Service-desk-queue-category-template v4.0.zip]]

← Older revision		Revision as of 23:52, 1 December 2016
Line 44:		Line 44:
	Queues, categories and subcategories are set up for you by our Emersion customer service team. Service providers can define and configure queues, categories and subcategories using the excel template below. Send your completed template to our customer service team via a support ticket. Please take extreme care when configuring your service desk. Once the queues, categoroes and subcategories are created, any alterations is considered a work request and is subject to fees. No queue structure changes will be made to queues, categories and subcategories once tickets are attached to them.		Queues, categories and subcategories are set up for you by our Emersion customer service team. Service providers can define and configure queues, categories and subcategories using the excel template below. Send your completed template to our customer service team via a support ticket. Please take extreme care when configuring your service desk. Once the queues, categoroes and subcategories are created, any alterations is considered a work request and is subject to fees. No queue structure changes will be made to queues, categories and subcategories once tickets are attached to them.

−	[[media: Service-desk-queue-category-template v4.0.~~xlsx~~]]	+	[[media: Service-desk-queue-category-template v4.0.zip]]

← Older revision		Revision as of 23:47, 1 December 2016
Line 23:		Line 23:

	= Queues =		= Queues =
−	Queues are	+	Each ticket must be allocated to a service desk queue. When a new ticket is created, this a mandatory field. When creating a new queue, you can:
		+
		+	* configure the queue to assign a default priority and urgency.
		+	* configure a queue to be visible in the end user portal or not.
		+	* configure a queue to be visible to your downstream service provider or not
		+	* Configure the typw of queue your queue should be
		+	** Basic
		+	** TIO
		+
		+	== Basic Queues ==
		+	Most queues are configured to be basic queues. They operate without TIO business rules Emersion has implemented in the TIO queue.
		+
		+	== TIO Queues ==
		+	This is a specific queue type that is designed exclusively for service providers that need to manage TIO cases. Customised behaviour underpins this queue is different to basic queues. Unless you understand the functional behavioural differences of using a TIO queue, Emersion recommends sticking with basic queues.
		+
		+	= Categories and Subcategories =
		+	Categories and subcategories help service desk teams organise their tickets. Each ticket must be assigned to a category and a subcategory at the time it is created. Categories and subcategories can also be configured to display in the end user portal or not. This enables service providers to have internal categorioes and subcategories if required.
		+
		+	= Setting up Queues, Categories and Subcategories =
		+	Queues, categories and subcategories are set up for you by our Emersion customer service team. Service providers can define and configure queues, categories and subcategories using the excel template below. Send your completed template to our customer service team via a support ticket. Please take extreme care when configuring your service desk. Once the queues, categoroes and subcategories are created, any alterations is considered a work request and is subject to fees. No queue structure changes will be made to queues, categories and subcategories once tickets are attached to them.
		+
		+	[[media: Service-desk-queue-category-template v4.0.xlsx]]

@@ Line 6: / Line 6: @@
 * Categories
 * Subcategories
 == Business Rules ==

@@ Line 14: / Line 14: @@
 * Each category must have at least one subcategory
-This diagram shows how a typical structure of queues, categories and subcategories.
+This diagram shows a typical structure of queues, categories and subcategories. It is intended to be used as a guide only.  Service providers can set up as many queues, categories and sub categories as needed.
 [[file: Queue-structure.png]]