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Quick start: Service Desk

Step-by-step setup of the Service Desk process in Cabinee

User Story (Context)

As a customer of internal or external support,
I want to create requests and receive responses through a convenient channel,
so that my problem is solved quickly, transparently, and according to the service level.

Solution: Model a support process , configure a space (Workflow) , connect mail channels and the Service catalog.

Prerequisites

Step 1. Create a space (Workflow)

  1. Go to Spaces -> All Spaces
  2. Click Create
  3. Specify:
    • Name: Service Desk
    • Code: generated automatically, or enter it manually
    • Active: enabled
  4. Save the changes

Details: Space (Workflow)

Service Desk process diagram

The BPMN model of the process used in this setup is shown below:

Service Desk process diagram

Step 2. Import and publish the BPMN model

  1. Open the created space (Workflow) Service Desk
  2. Go to the ⚙️ Artifacts (Definitions) tab
  3. Click Create, select type BPMN, and import the service-desk.bpmn file
  4. Name the model Service Desk
  5. Click Save

The model is saved to the internal Cabinee repository. Deployment to the orchestration cluster is performed separately — Camunda Modeler, zbctl, or a CI step; see Deploying models to Camunda 8 :

zbctl deploy resource service-desk.bpmn --address <camunda-host>:26500

Until the model is deployed to the cluster, its key will not appear in the list on the next step.

Step 3. Bind BPMN to the space (Workflow)

  1. Open the settings of the Service Desk space (Workflow) (⚙️ -> Edit)
  2. Set the Process key field to: serviceDesk
    (the key must match the process id in the BPMN model)
  3. Save the changes

Step 4. Configure ticket statuses (Ticket States)

  1. In the space (Workflow) settings, open the Ticket statuses tab
  2. Create statuses (by activityId from BPMN):
    • New ticket
    • In progress
    • Solution pending approval
    • Returned to work
    • Cancel ticket
    • Ticket cancelled
    • Ticket closed (final status)
  3. Set the order and icons
  4. Make sure at least one status is marked as final

Details: Ticket statuses

Step 5. Configure the Service catalog

  1. Go to Service catalog in the admin menu
  2. Click Create
  3. In the dialog that opens, fill in the data:
    • Name: service name, for example Callisto Support
    • Criticality: criticality level (for example, VERY_HIGH)
    • Active: enable the checkbox
    • Owner: service owner
    • Parent: if needed, specify the parent catalog, or leave empty

Details: Service catalog

Step 6. Configure mail channels

  1. Go to Mail -> Channels
  2. Create:
    • An inbound channel (imap/pop3)
    • An outbound channel (smtp)
  3. Link them to the Service Desk space (Workflow)
  4. Check the connection and authorization settings

Details: Mail integration

Step 7. Configure mail rules (Mail Rules)

  1. Go to admin -> Mail rules
  2. Create a rule so that messages from a specified sender are assigned the required service. For example:
    • RuleType: FROM
    • RuleValue: sender e-mail, for example kseniya.charkina@reunico.com or @reunico.com
    • OutputType: Service_Entity
    • OutputValue: Callisto Support
    • Priority: 99

Step 8. Working with tickets and correspondence

  1. Tickets can be created manually or automatically — when a message arrives at the corporate mailbox linked to Service Desk (for example: support@yourdomain.com)
  2. The operator monitors tickets, takes them into work, and starts communication on the Correspondence tab:
    • For example, a customer writes to mail: “the prod stand is down, please take a look”
    • The system creates a ticket, and the operator sends a confirmation: “We have received your message, thank you for contacting us”
  3. After analyzing and resolving the issue, the operator replies to the customer in the same thread, for example: “The issue has been resolved, the stand is working correctly”
  4. After the user confirms the result, the ticket is moved to the final status Completed

💡 Make sure that sent and incoming messages are shown on the “Correspondence” tab and that all messages are part of the thread by the [Ticket#XXX] subject

Done!

You have configured Service Desk with communication, mail, and the Service catalog.