Configuring Call and Problem Settings


Overview

Tasks

Call/Problem Settings Dialog Box Tabs

Included with

Tivoli Problem Management

Overview

TPM Call and Problem Settings

You can configure call and problem settings that control what happens during call registration and problem resolution. You also maintain lists of codes used by help desk analysts during call registration and problem resolution. For more information, see:

Call/Problem Settings dialog box

You use the Call/Problem Settings dialog box to configure problem management application options that affect work flow and to control when some Inquiry dialog boxes appear before their corresponding Work with dialog boxes.

Tasks

Accessing the Call/Problem Settings dialog box

To access the Call/Problem Settings dialog box, do one of the following:
  • If you are using the Tivoli Service Desk Administrator profile, from the Problem Management menu, choose Call/Problem.
  • If you are using the Problem Management Administrator profile, from the Configuration menu, choose Call/Problem.
  • From the Help menu, choose Your System Profile and follow the instructions under Call / Problem Configuration.

Call/Problem Settings Dialog Box Tabs

Call Management tab

You control what happens during call registration and problem resolution. You can add or subtract steps in the work flow to make it match more closely the way your help desk operates. You can also increase the accuracy of problem code assignment by selecting default problem codes for open, transferred and closed problems. You can also allow help desk analysts to work on multiple calls or problems simultaneously by having more than one copy of the Call Registration dialog box or Problem Status dialog box open at the same time. See Configuring Call Management Options.

Inquiry tab

You control whether help desk analysts see an Inquiry dialog box or Work with dialog box when they choose certain system actions from a menu. See Configuring Inquiry Dialog Boxes.

Call Code tab

You maintain the list of call codes required in both call registration and call dispatch. These call codes categorize the types of calls received by your help desk analysts. See Maintaining Call Codes.

Problem Code tab

You maintain the list of problem codes, which indicate problem status. These problem codes are used in the Problem Status dialog box. See Maintaining Problem Codes.

Problem Action tab

You maintain the list of problem actions which define what system action occurs after a help desk analyst assigns a problem code, then exits the Call Registration dialog box or the Problem Status dialog box. See Maintaining Problem Actions.

Problem Type tab

You maintain the list of problem types, which are a means of categorizing the problems handled by your help desk analysts. See Maintaining Problem Types.

Cause tab

You maintain the list of problem causes, which are a means of categorizing problems based on their underlying cause. See Maintaining Problem Causes.

Severity tab

You maintain the list of severity levels, which describe the relative importance of a call or problem and are used for reporting and calculating escalation. See Maintaining Severity Levels.

Call Defaults tab

You can configure call code and severity level defaults for new calls. You can also control who is the problem owner when help desk analysts transfer problems to other help desk analysts. See Configuring Call Defaults.