Overview |
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Tasks |
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Included with |
Tivoli Service Desk |
Skills |
Skills indicate the areas of special knowledge and experience for each of your help desk analysts or groups of analysts. You describe skills by using the same SCIM hierarchy and problem types that are used to describe calls and problems. For more information, see Maintaining the SCIM hierarchy and Maintaining Problem Types. |
Skill-based problem transfer |
To enable help desk analysts to transfer
problems to analysts experienced in a particular kind of problem, you need to do two
things:
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Add Skill dialog box |
Use the Add Skill dialog box to define skills
for users and groups. For more information, see Defining a skill. To access the Add Skill dialog box:
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Defining a skill |
Describe skills by using the same SCIM
hierarchy and problem
types used to describe calls and problems. Only a system selection is required to define a user or group skill. Tivoli Service Desk assumes help desk analysts or groups are experts in all components at any levels that are left empty. Example: If you select Software as the system and leave the remaining levels empty, this indicates the help desk analyst or group can be expected to solve all software problems. If you select Software as a system and Notes as a component, this indicates the analyst is an expert on Lotus Notes software. To define a skill:
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