Configuring Call Defaults


Overview

Tasks

Included with

Tivoli Problem Management

Overview

Assigning default call code and severity level

You can speed up call registration and call dispatch by configuring a default call code and severity level that match most of the new calls received by your help desk.

Controlling additions to the Solutions table

You control whether help desk analysts can add solutions to the Solutions table.

Deciding which problems appear in the Problem List

You decide which problems are displayed in the Problem History tab of the Call Registration dialog box and what information help desk analysts must supply in order to see this Problem List.

Tasks

Configuring the default call code and severity level for new calls

You control the call code and severity level assigned to new calls in the Call Registration dialog box and the Call Registration Dispatch dialog box.

Note: Help desk analysts and dispatchers can override these defaults by selecting a different call code or severity level in the Call Registration dialog box or the Call Registration Dispatch dialog box.

To select a default call code and severity level for new calls:

  1. In the Call/Problem Settings dialog box, choose the Call Defaults tab.
  2. From the Default Call Code list, select a code.
    Note: This code is automatically selected in the Call Code list in the Call Registration and Call Registration Dispatch dialog boxes. Help desk analysts can select another code, if necessary.
  3. From the Default Severity list, select a severity level.
    Note: This level is automatically selected in the Severity list in the Call Registration and Call Registration Dispatch dialog boxes. Help desk analysts can select another level, if necessary.
  4. Choose Close.

Controlling who owns transferred problems

You control who is the problem owner when help desk analysts transfer problems to other help desk analysts. Depending on the way you manage help desk operations, you may prefer that help desk analysts immediately become the owners of any problems transferred to them. Or, you may want the original help desk analyst to remain the problem owner until a second help desk analyst picks up the problem.

Tip: The current owner of a problem is indicated by the User box in the Problem Status dialog box.

Note: You can also control who owns a problem when a help desk analyst resumes work on a problem. See Controlling who owns resumed problems.

To control the ownership of transferred problems:

  1. In the Call/Problem Settings dialog box, choose the Call Defaults tab.
  2. Do you want help desk analysts to immediately become the owners of problems transferred to them?
    • If yes, select the Update Owner on Problem Transfer check box.
      Result: When analyst A transfers a problem to analyst B, analyst B immediately becomes the owner of the transferred problem. The transferred problem appears in analyst B's Work with Problems dialog box.
    • If no, clear the Update Owner on Problem Transfer check box.
      Result: When analyst A transfers a problem to analyst B, analyst A remains the owner of the transferred problem until analyst B picks up the problem. Until then, the problem appears in analyst A's Work with Problems dialog box and in analyst B's Work with Problem Transfer dialog box.
      Note: Problems remain in the Work with Problem Transfer dialog box until help desk analysts either resolve, freeze or transfer them.
  3. Choose Close.

Controlling who can add active solutions

You decide whether help desk analysts have the option of adding solutions to the Solutions table.

Tip: Consult with the diagnostics administrator before activating this option. Help desk analysts could fill the database with inaccurate or trivial solutions if they lack specific criteria for deciding when to add solutions to the database.

To set the Make Active Solutions option:

  1. In the Call/Problem Settings dialog box, choose the Call Defaults tab.
  2. Do you want help desk analysts to be able to add solutions to the Solutions table?
    • If yes, select the Allow Make Active check box.
      Result: When help desk analysts develop their own solutions to problems in either the Call Registration dialog box or the Problem Status dialog box, they can select the Make Active Solution check box and then choose Resolve. This closes the problem and adds the solution to the Solutions table. Other analysts can now access this solution by using the Work with Solution dialog box.
    • If no, clear the Allow Make Active check box.
      Result: The Make Active Solution check box does not appear in either the Call Registration dialog box or the Problem Status dialog box. Help desk analysts can not add solutions that they develop independently to the Solutions table.
  3. Choose Close.

Configuring the contents of the Problem List

Help desk analysts often consult the Problem List on the Problem History tab of the Call Registration dialog box to see if the current problem was reported previously. You control whether this list contains only those problems associated with the location, contact, or organization of the current call, or belonging to the help desk analyst, or some combination of these factors.

Warning: In the Problem Lookup on Call Registration section of the Call Defaults tab, there are four check boxes (Current Location, Current Person, Current Organization, and Logged User). If you do not select any of these check boxes, no problems appear in the Problem History tab of the Call Registration dialog box.

To configure the contents of the Problem List:

  1. In the Call/Problem Settings dialog box, choose the Call Defaults tab.
  2. Do you want to include only those problems for the current location?
    • If yes, select the Current Location check box.
      Result: The Problem List is empty until help desk analysts complete the Location box in the Call Registration dialog box. Then it contains only those problems where the problem location matches the location of the current call.
    • If no, clear the Current Location check box.
      Result: The Problem List includes all problems, regardless of where they occurred.
  3. Do you want to include only those problems reported by the person reporting the current problem?
    • If yes, select the Current Person check box.
      Result: The Problem List is empty until help desk analysts complete the Caller box in the Call Registration dialog box. Then it contains only those problems reported by the current person.
    • If no, clear the Current Person check box.
      Result: The Problem List includes all problems, regardless of who reported them.
  4. Do you want to include only those problems originating from the current organization?
    Note: This setting is only used in Tivoli Service Desk installations that are secured under Multi-Customer Data Support.
    • If yes, select the Current Organization check box.
      Result: The Problem List is empty until help desk analysts complete the Organization box in the Call Registration dialog box. Then it contains only those problems reported by the callers belonging to the current organization..
    • If no, clear the Current Organization check box.
      Result: The Problem List includes all problems from all the organizations supported by the help desk analyst who registers the call.
  5. Do you want to include only those problems owned by the help desk analyst who registers the call?
    • If yes, select the Logged User check box.
      Result: The Problem List includes only those problems where the current help desk analyst is the problem owner.
    • If no, clear the Logged User check box.
      Result: The Problem List includes all problems, regardless of which help desk analyst owns them.
  6. Decide which problem codes you want to include in the Problem List. Under Problem Codes, do one of the following:
    • To include only problems with a problem code that matches the Default Problem Open Code as defined on the Call Management tab of the Call/Problem Settings dialog box, select Default Open Problems.
      Result: The Problem List includes only problems with problem codes that match this setting. The code could be "OPEN" or any other problem code you select.
    • To include all problems except those with a problem code that matches the Default Problem Close Code as defined on the Call Management tab of the Call/Problem Settings dialog box, select Not Default Closed Problems.
      Result: All problems except those with problem codes that match this setting appear in the Problem List. The code could be "CLOSED" or any other problem code you select.