Running End-User Web Client


Overview

Tasks

Included with

Tivoli Service Desk

Overview

Becoming a new user

In working with the support center to resolve your problem, you can have the capabilities of one of the following account types:
  • Anonymous
  • New

Anonymous accounts have limited capabilities. For instance, the user of an anonymous account can't submit a problem request to a customer service representative.

New accounts enable users to submit problem requests and much more. By registering some information about yourself, such as your Full Name, Phone Number, and E-mail Address, you can submit problem requests and have the tools that a user of a new account enjoys. You will also need to choose a password. Make sure you choose a combination of uppercase and lowercase letters as well as numbers. Also, write your password somewhere in case you forget it.

Note: Even if you have the capabilities of a new account, you can always log on as an anonymous user.

What is a request classification

Solutions are categorized and organized heirarchically to make it easy to find a solution quickly. This hierarchy is known as a SCIM, an acronym of its categories:
  • System
  • Component
  • Item
  • Module

The categories begin at the most general level (system) and progress to the most specific level (module). The following table describes each level.

Note: Although System is the only level for which information is required, entries in the Component, Item, and Module boxes help narrow the search, reducing the number of less-relevant solutions the user receives.

SCIM Level Description
System The highest or most general level. (Information for this level is required.) For example, a computer and a benefits package are both systems.
Component The specific part of the system with a problem. Each system has a unique set of components. For example, a component of a personal computer is a monitor and a component of a benefits package is dental insurance.
Item The specific part of the component with a problem. Each component has a unique set of items. For example, an item would be the brand of monitor or a specific type of dental insurance.
Module The lowest and most specific problem level. Module identifies the part of the item where the problem is occurring. For example, a specific monitor may have a problem with the power switch. For a specific type of dental insurance, the module might be a problem with filing a claim for a spouse.

Search methods

The following table describes the different types of methods you can use to search for a resolution.
Search Method Description
Match Description Solutions are collected based on the problem description you entered.
Step By Step Solutions are collected using your responses to a series of questions until you reach the most relevant solution.
Hot News Solutions to short-lived problems that affect many people. A problem of this type might be, for example, a designated time period when e-mail access will
not be available.
Frequently Asked Questions Solutions to common (and frequently asked) questions, such as how to reset or identify what your network password is after you've forgotten it, or the steps
to remedy a jammed paper problem in a printer.
Error Messages Explains the meaning of an error message code or number.

Tasks

Searching for a solution

Many problems have already been solved and are ready for you to view.

To search for a solution:

  1. Use the Categorize your request "tree" to organize your problem from general to specific. (If you're not sure how this works, click here.)
  2. Select the method you want to use to find a solution to your request from the Search for a Resolution area. (If you don't understand the different methods, click here.)
  3. Click the Search using the selected method... button.

A dialog box appears with solution information (depending on the type of search you selected).

Entering a request

If you can't find a solution to your problem, you should request help from the support center. Use the following procedure to submit a problem request.
  1. Type a description of your problem in the Enter Request Description box.
  2. Click the Submit request to support center... button.

Note: If you've previously submitted a request to the support center, you can check its progress by clicking the Work with previously submitted request... button. You'll need to enter information to find your previous request.

Finding the status of your request

When you originally submitted a problem request, a Request ID was assigned. Enter this ID in the Request ID box to find the status of your request.

If you don't know the Request ID, enter as much of the following as you can:

  • Request Code indicates if your request is still open (unresolved) or closed (resolved).
  • Open Location indicates the location associated with the request.
  • Begin Date and End Date is a general period of time in which the request took place.
  • Request Classification is the general-to-specific categories used in the request to specify the problem. (For more information click here.)

You don't necessarily need to know all these pieces of information to find your request. If you only know one item, you can still locate your request, though you may have to sort through other requests. For example, if you know when you created the request, simply enter a date range using the Begin Date and End Date fields. You'll then need to sort
through all the other requests submitted during that date range to find your request.

Note: This is why remembering your request ID, the code that specifically identifies your request, is more helpful.

Working with your requests

After finding your submitted request, this screen provides you with status information, such as if your problem has been
solved by a customer support representative. The following request information is shown:
  • Request ID is the code identifying your specific request.
  • Request Code indicates if your request is still open (unresolved) or closed (resolved).
  • Submitted is the date the request was submitted.
  • Description is the request description.

A notebook also appears on this screen containing the following tabs.

Note: Much of the information on these tabs reflects progress made by support center representatives on your request. Although you have access to this information, you cannot alter it.

Viewing request detail

This tab presents the following details of the submitted request:
  • Request ID is the code identifying your specific request.
  • Request Code indicates if your request is still open (unresolved) or closed (resolved).
  • Contact ID is the code that identifies you to the customer support center.
  • Location ID is the location associated with the request.
  • Description is your request description.
  • Submitted is the date you submitted your request.
  • Closed is the date your request was closed (resolved).
  • Classification is how the request was categorized using the SCIM.
  • Status/Resolution is the description of how to resolve your request.

Viewing request history

Request History includes the details of everything that has ever happened to your problem request, including the date and time the support center received your request.
  • Date and Time are the exact date and time of when work was done on your request.
  • Type is the kind of action performed on the request. For example, the request may have been solved, or transferred to another representative.
  • Description is a brief description of the work done on your request. This will offer more of an explanation of work performed than will Type.

Viewing work history

Work History seems very similar to Request History in that it has Begin Date and End Date fields, as well as Begin Time and End Time information of work performed on your request. However, the Work History tab is helpful to the support center representative because it allows more comments to be made on the progress of your request, unlike the Request Detail or Request History tabs.

The information on this tab may not be especially useful to you, however. It's similar to a free-form notepad for the support representative assigned to your problem request.