Configuring Inquiry Dialog Boxes Related to Calls and Problems


Overview

Tasks

Included with

Tivoli Problem Management

Overview

How help desk analysts use Inquiry dialog boxes

When an Inquiry dialog box appears before a Work with dialog box, help desk analysts can specify search parameters before any records are displayed. When the corresponding Work with dialog box appears, it contains only the records in which help desk analysts are interested, instead of all the records in the database. For more information, see Configuring Inquiry dialog boxes.

Inquiry dialog boxes related to calls and problems

You can also make Inquiry dialog boxes appear before Work with dialog boxes when help desk analysts choose Work with Call History, Work with Dispatched Calls, Work with Problems, or Work with Transferred Problems from a menu or the toolbar.

Tasks

Displaying the Call History Inquiry dialog box

You can make the Call History Inquiry dialog box appear when help desk analysts choose Work with Call History from a menu or the toolbar.

To control whether the Call History Inquiry dialog box appears:

  1. In the Call/Problem Settings dialog box, choose the Inquiry tab.
  2. Do you want to display the Call History Inquiry dialog box when help desk analysts choose Work with Call History?
    • If yes, under Menu Services, select the Enable Call History check box.
      Result: When help desk analysts choose the Work with Call History system action, the Call History Inquiry dialog box appears. Then help desk analysts can specify search parameters that limit the contents of the Work with Call History dialog box to a specific set of records.
    • If no, under Menu Services, clear the Enable Call History check box.
      Result: When help desk analysts choose Work with Call History, the Work with Call History dialog box appears. It contains the most recent calls in the database. You control the maximum number of calls retrieved.
  3. Choose Close.

Displaying the Problem Inquiry dialog box

You can make the Problem Inquiry dialog box appear when help desk analysts choose Work with Problems from a menu or the toolbar. See Picking up a dispatched or transferred call.

To control whether the Problem Inquiry dialog box appears

  1. In the Call/Problem Settings dialog box, choose the Inquiry tab.
  2. Do you want to display the Problem Inquiry dialog boxwhen help desk analysts choose Work with Problems?
    • If yes, under Menu Services, select the Enable Problem check box.
      Result: When help desk analysts choose Work with Problems, the Problem Inquiry dialog box appears. Then help desk analysts can specify search parameters that limit the contents of the Work with Problems dialog box to a specific set of records.
      Note: The user ID of the help desk analyst appears automatically in the Owner box in the Problem Inquiry dialog box, but it can be changed.
    • If no, under Menu Services, clear the Enable Problem check box.
      Result: When help desk analysts choose Work with Problem, the Work with Problems dialog box appears. It contains a list of problems that belong to the current help desk analyst.
      Note: You control the number of problems appearing here. See Configuring Work with Dialog Box Retrieval Limits.
  3. Choose Close.

Displaying the Dispatch Inquiry dialog box

You can make the Dispatch Inquiry dialog box appear when help desk analysts choose Work with Dispatched Calls from a menu or the toolbar. See Picking up a dispatched or transferred call.

To control whether the Dispatch Inquiry dialog box appears:

  1. In the Call/Problem Settings dialog box, choose the Inquiry tab.
  2. Do you want to display the Dispatch Inquiry dialog box when help desk analysts choose Work with Dispatched Calls?
    • If yes, under Menu Services, select the Enable Dispatch check box.
      Result: When help desk analysts choose the Work with Dispatched Calls system action, the Dispatch Inquiry dialog box appears. Then they can specify search parameters that limit the contents of the Work with Dispatch Calls dialog box to a specific set of records.
    • If no, under Menu Services, clear the Enable Dispatch check box.
      Result: When help desk analysts choose Work with Dispatched Calls, the Work with Dispatch Calls dialog box appears. It contains calls dispatched to the current help desk analyst; the calls are listed in chronological order.
  3. Choose Close.