Overview |
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Default settings |
This section includes a table of the default settings for Inquiry dialog boxes in a new Tivoli Problem Management installation. It also shows you where to change settings that control when Inquiry dialog boxes appear. |
Included with |
Tivoli Problem Management |
Inquiry dialog boxes |
Inquiry dialog boxes can appear automatically in Tivoli Problem Management. Help desk analysts can then specify search parameters before any records are displayed in the associated Work with dialog box. This shortens search time and limits the records in the Work with dialog box to a specific set. |
Decreased search time |
Inquiry dialog boxes shorten search time by enabling help desk analysts to select the records that appear in Work with dialog boxes. Another way to shorten search time is to limit the maximum number of records displayed in Work with dialog boxes. See Configuring Work with Dialog Box Retrieval Limits. |
Additional steps in the workflow |
Displaying an Inquiry dialog box before the corresponding Work with dialog box adds one step to the workflow for each Inquiry dialog box. |
When to display Inquiry dialog boxes |
You do not need to display Inquiry
dialog boxes everywhere they are available in Tivoli Problem Management. Weigh decreased
search times against additional steps in the work flow when you decide whether to display
an Inquiry dialog box. The best places to use Inquiry dialog boxes are
where the searched tables contain large numbers of records. For example, if a call dispatcher registers all calls and transfers them to help desk analysts, then enable the Dispatch Inquiry dialog box. |
Configuration options |
You control the automatic appearance of Inquiry dialog boxes during call registration. You also control whether Inquiry dialog boxes appear before the corresponding Work with dialog boxes when help desk analysts choose certain system actions from either a menu or the toolbar. |
The following table lists the default Inquiry dialog box settings for a new Tivoli Problem Management installation. These settings control whether an Inquiry dialog box automatically appears before the corresponding Work with dialog box. Adjust these settings to meet the needs of your help desk analysts.
At this location... |
when help desk analysts choose... |
the default setting for the Inquiry dialog box is ... |
To change the setting, see ... |
Any menu or the toolbar | Work with Problems | on. | Displaying the Problem Inquiry dialog box. |
Work with Solutions | on. | Displaying the Solutions Inquiry dialog box. | |
Work with Call History | on. | Displaying the Call History Inquiry dialog box. | |
Work with Common Problems | off. | Displaying the Common Problems Inquiry dialog box. | |
Work with Dispatched Calls | off. | Displaying the Dispatch Inquiry dialog box. | |
Work with Error Messages | off. | Displaying the Error Message Inquiry dialog box. | |
Work with Hot News | off. | Displaying the Hot News Inquiry dialog box. |