Service Desk Setup

Owned by Maria Harreguy
Last updated: Jan 05, 2024 by Lisa Robb

Most of the Service Desk setup is still done from the MDE platform (Workbench legacy platform). And the logs can be used from Workbench (web platform) and Upvise.

When using Upvise, the configuration of logs is mostly completed in Upvise such as Log type (job group), duration etc. See https://webwbdoc.atlassian.net/wiki/spaces/UPVISE/pages/1278378046 for more details.

The following maintenance functions must be setup for the Service Desk module to operate correctly.

  • Log Service Types

  • Log Priorities

  • Working Days/Hours

  • Escalation Steps

  • Service Agreements

  • Service Agreement - Log Priorities

  • Service Agreement - Service Types

  • Log Types

  • Log Extension Data