Configuration
To configure the ticketing system, it is necessary to have an account with admin permissions.
To proceed with the installation, the first step is to access the ticketing system using the following link: ticketing.intranet.ai. Upon login, a pop-up will appear; please accept the consents that will be requested.
Once logged into the ticketing site, again using the admin user, access your Azure account. You will find this screen:
Click on the button Azure Active Directory, a navigation menu will appear on the left side of the screen. Select Enterprise Applications.
A search bar will appear on the right: search for “Service Desk” and press Enter. If you see “INTRANET.AI Service Desk” listed among the results as shown, it means that the application has been successfully registered within the tenant.
If this doesn’t happen and you encounter issues during this initial configuration phase, please contact your IT support in INTRANET.AI for the necessary assistance.
The next step will be to set up roles for your organization.
Click on INTRANET.AI – Service Desk, select User and groups from the left-hand sidebar
In this section, configure the individuals within your company who will be administrators of the system and the department managers.
Now add users by clicking on “+ Add user/group” at the top
A screen will appear with two fields to fill in:
- Users and groups
- Select a role
In Users and groups you will indicate the name of the user or group (from all the users in your Azure AD) that you want to add. Once you’ve identified the user, click on “Select“.
In the “Select a role” field, you will specify the role to assign to the user. Below are the available roles:
- Department Agent
- Administrator
- Department Manager
- User
The differences between these roles are as follows:
User: users can only create tickets and read their own tickets. They don’t have access to other application settings. This role is the default, meaning if no role is assigned to a user, they will default be a user.
Administrator: administrators can manage system settings, such as defining areas, groups, departments, as we’ll see later.
Department Agent: these individuals are responsible for managing tickets. Agents will have access only to the homepage and the ticket section. In the settings section, they will see options only for changing language and theme.
Department Manager: they have access to the statistics area concerning their region,
and they can add Quick Replies by clicking on the lightbulb button on the left.
This way you can create pre-made responses that can be associated with a topic, allowing you to choose from a set of preset answers when responding to a ticket.
Ticketing System Management
Let’s now return to the ticketing system (always accessible via the link ticketing.intranet.ai).
In the system, those with administrator permissions will have access to all these options: AD Groups, Topics, Areas, Notices, Settings.
AD Groups are the groups that determine the visibility of tickets to agents. For instance, if Administrators create a group named "IT Support," all tickets directed to this group will be visible exclusively to agents within the group and administrators. Therefore, it's recommended to create Service Desk groups to include relevant users who will be useful for directing tickets. Note: For groups, it's advisable to use security groups (including Dynamics type) that are mail enabled.
Next, you need to create topics (Topics). By clicking on Topics and then on + Add topic, this bar will open up, where you can input the topic title and the group to which you want to assign it. Among the possible choices, the previously created groups will appear (the system works in a cascade, so follow the order AD Groups > Topics).
Following that, you create Areas. For each area, you assign a title and can associate one or more topics.
Once these steps are completed, the application is configured. It can be added to Microsoft Teams by including it in the global policies and clicking the pin to have it appear in the sidebar.
To pin the application on Teams, follow these steps:
Log in to admin.microsoft.com (an admin account is always required to complete this operation)
Click on the Teams button at the bottom of the screen
In the menu that appears on the left, select "setup policies"
Among the available policies, you'll find the one named "global"
Click on the policy
Add the "service desk" application to both "installed" and "pinned" apps
By doing this, you've added the button for everyone to access the service desk service directly from Teams. Each account can then operate within the system according to their assigned role and corresponding permissions.
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