Maintaining Organization Hierarchies


Overview

Tasks

Included with

Tivoli Service Desk

Overview

Organizations

Organizations are groups of people. Organizations can be groups of customers (contacts), companies, lines of business, or business divisions.
  • In Tivoli Asset Management, organizations are used as cost centers to show ownership of assets. You can assign assets to organizations, then:
    • View or list assets by cost center
    • Perform a physical audit of assets by cost center
    • Determine the value of assets by cost center
  • In Tivoli Change Management, organizations are used as cost centers. You can:
    • Assign an organization to a change or model as a cost center
    • Add an organization as an approver (CCB) for a change
    • Assign assets to organizations through an interface with Tivoli Asset Management
  • In Tivoli Service Desk installations running in secure mode, organizations form the basis of data segmentation. You can assign people to organizations as members and define which organizations users can support, then:
    • Use organization identifiers to define data access rights and segregate data
    • Allow users to view data only for the organizations they support

    For more information, see Multi-customer data support.

Organizations window

You use the Organizations window to create and maintain organization hierarchies, and to assign organizations to people

To access the Organizations dialog box, do one of the following:

  • If you are using the Asset Management Administrator profile, the Problem Management Administrator profile, or the Tivoli Service Desk Administrator profile, from the Edit menu, choose Organizations.
  • If you are using the Change Management Administrator profile, from the Demographics menu, choose Organizations.
  • In the Add Person dialog box or the Edit Person dialog box, choose the General tab. Below Organizations, choose Add.
  • From the Help menu, choose Your System Profile and follow the instructions under Work with Organizations.

The Organizations window has these tabs:

Tab Function
Organization Assign people to organizations. See Configuring organization membership.
Settings Assign organization-specific dialog boxes and a supplemental problem data table. See Configuring organization settings.
Capabilities Define problem creation, viewing and updating capabilities for members of an organization. Also, determine which diagnostics aids members of an organization can use to solve problems. See Configuring organization capabilities.

View Organization dialog box

Use the View Organization dialog box to view details of organizations assigned to groups or to view the membership of an organization to which a selected person belongs. See Configuring group organizations and To view the membership of an organization assigned to a person.

Tasks

Standard maintenance tasks

This help topic covers maintenance tasks specific to the organization hierarchy. For information on tasks that can be performed in any hierarchy, see Maintaining Hierarchies.

Asset maintenance in hierarchies

For information on maintaining organization assets, see Maintaining Assets in Hierarchies.

Preparation

Before you set up the organization hierarchy, you should create a hierarchical drawing or list representing your company's organizations or the organizations your help desk supports.

Adding a root-level organization

The first step in setting up organization hierarchies is establishing the root-level organizations. The root-level organizations should be the broadest level of organizations by which you want to secure data.

To add a root-level organization:

  1. In the Organizations window, choose Add Root.
    Result: The name of the section on the right side of the Organizations window changes to Add Root Organization.
  2. In the Name box, type the organization name.
  3. Choose Paste to Root.
    Result: The new root-level organization appears in the Organizations window.
  4. You can now do any of the following:

Adding a child-level organization

You can divide each root organization into smaller, more specific organizations. The more specific organizations are called children of the root organization. However, each child organization can also be a parent to other child organizations.

Note: Create child-level organizations until you reach an organization level for which you want to be able to group assets.

To add a child-level organization:

  1. In the Organizations window, select the parent organization for the organization you want to add.
    Note: The new organization will be added as a child of the organization you select.
  2. Choose Add.
    Result: The name of the section on the right side of the Organizations window changes to Add Organization.
  3. In the Name box, type the organization name.
  4. Choose Paste.
    Result: The new organization appears in the Organizations window as a child of the selected organization.
  5. You can now do any of the following:

Configuring organization membership

You determine the organizations to which people belong. There are two methods you can use to assign people to organizations:
  • You can maintain the list of organizations to which a person belongs from the Add Person dialog box or Edit Person dialog box. See Configuring people organizations.
  • You can maintain the list of people who belong to a selected organization from the Organizations window. See the following instructions.

To add people to an organization:

  1. In the Organizations window, select an organization.
  2. In the Organization tab, choose Include.
  3. In the People dialog box, below People search, specify selection criteria and choose Find.
  4. From the People list, select the people you want to assign to the organization and choose Select.
    Result: The selected people appear in the Members list in the Organization tab of the Organizations window.
    Tip: See Selecting from a list for information on selecting multiple people.
    Note: If Tivoli Service Desk is running in secure mode, only the people (including users and contacts) that are members of organizations (and their child organizations) that you support appear in the People list.
  5. Choose Save.

If your Tivoli Service Desk installation is running in secure mode, you cannot remove people from an organization if it is the only one to which they belong or if it is their default organization. In these cases, you can change organization membership in the Edit Person dialog box, see Configuring people organizations.

To remove people from an organization:

  1. In the Organizations window, select an organization.
  2. In the Organization tab, do one of the following:
    • From the Members list, select a person and choose Remove.
      Result: The selected person is removed from the Members list.
    • Choose Remove All.
      Result: Every person is removed from the Members list.
  3. Choose Save.

In Tivoli Change Management, the title holder is the only member of an organization assigned to receive notifications. You can specify more than one title holder for an organization, and a member can be a title holder for more than one organization.

To designate a member of an organization as the title holder:

  1. In the Organizations window, select an organization.
  2. In the Organization tab, from the Members list, select a person and choose Grant Title.
    Result: Title is set to Yes for the selected person.
    Note: To remove the title holder designation, select the title holder, then choose Grant Title again.
  3. Choose Save.

Configuring organization settings

Members of each organization can see organization-specific versions of the Call Registration dialog box and the Problem Status dialog box in Tivoli Problem Management. Also, you can specify an additional problem data table for this organization.

To configure organization settings:

  1. In the Organizations window, select an organization and choose the Settings tab.
  2. To specify an organization-specific version of the Call Registration dialog box, in the Call Registration Dialog box, type the name of the DFC file and the form name.
    Example: calls.dfc[XYZCALLREG]
  3. To specify an organization-specific version of the Problem Status dialog box, in the Resume Problem Dialog box, type the name of the DFC file and the form name.
    Example: resume.dfc[XYZEDITPROB]
  4. To specify an additional problem data table, used to supplement the data stored in the standard TSD PROBLEMS table, in the Supplemental Problem Problem Table box, type the name of the table.
    Example: XYZPROB
  5. Choose Save.

Configuring organization capabilities

Capabilities define if members of an organization can create, view, or update problems. Capabilities also control access to Tivoli Problem Management Diagnostic Aids.

Contacts who are end users have the capabilities of their organizations plus the capabilities assigned in the Capabilities tab of the Add Person dialog box or the Edit Person dialog box. For more information, see Configuring capabilities for an end user account.

To configure organization capabilities:

  1. In the Organizations window, select an organization and choose the Capabilities tab.
  2. Below Problems, select the problem maintenance capabilities for members of this organization.

    To enable members of this organization to:
    • Create problem records, select the Create check box.
    • View problems, select the View check box. From the accompanying list, select which problem records can be viewed. You can enable members of this organization to view the following:
      • Only problems belonging to them
      • Only problems belonging to the organization to which the member belongs
      • All problems
    • Solve and close problems, select the Update check box. From the accompanying list, select with which problem records the member can work. You can enable the member to work with the following:
      • Only problems belonging to them
      • Only problems belonging to the organization to which the member belongs
      • All problems
  3. Below Diagnostics, select the Diagnostic Aids that members of this organization can use. Do one of the following:
    • To enable use, select the check box for the corresponding Diagnostic Aid.
    • To prevent use, clear the check box for the corresponding Diagnostic Aid.
  4. Choose Save.

Editing an organization

You can change the name or settings for any organization in the hierarchy by editing an organization.

To edit an organization:

  1. In the Organizations window, select the organization you want to edit.
  2. Choose Edit.
  3. Result: The name of the section on the right side of the Organizations window changes to Edit Organization. The details of the selected organization appear in the tabs in the Edit Organization section.
  4. Make any necessary changes to the organization information.
    For further instructions, see:
  5. Under Edit Organization, choose Save.