Maintaining People


Overview

Tasks

Included with

Tivoli Service Desk

Overview

People

People is a classification that includes any person you want to track in the Tivoli Service Desk database. People include regular contacts, contacts who can access some Tivol Service desk functions via the Internet or an intranet, and Tivoli Service Desk users such as administrators and help desk analysts.

Person dialog boxes

You use three similar dialog boxes to maintain people information: the Add Person dialog box, Edit Person dialog box, and the View Person dialog box. The main differences between these dialog boxes is the name in the title bar and the maintenance functions available in each.

These dialog boxes have identical tabs:

Tab Function
General tab Maintain data common to every person in your Tivoli Service Desk database. See Adding a person.
Contacts tab The Contacts tab contains tabs where you maintain contact information: Contact tab, End User tab, and Capabilities tab.
Contact tab Assign a contact ID and associate a contact with one or more locations. See Maintaining Contacts.
End User Account tab Create end user accounts for contacts and enable them to access certain Tivoli Service Desk functions via the Internet or an intranet. See Maintaining End User Accounts.
Capabilities tab Define problem creation, viewing and updating capabilities for an end user account contact. Also, determine which diagnostics aids an end user account contact can use to solve problems. See Configuring capabilities for an end user account.
Users tab The Users tab contains tabs where you maintain user information: User tab and Support tab
User tab Maintain data about Tivoli Service Desk users, including user IDs, passwords, and rights. See Maintaining Users.
Support tab Define which organizations are supported by users. This tab is only available when adding or editing users in a secured system. It does not apply to other people. See Configuring supported organizations.

Add Person dialog box

Use the Add Person dialog box to add people to the Tivoli Service Desk database. See Adding a Person.

To access the Add Person dialog box, do one of the following:

  • In the People dialog box, choose Add.
  • From the Help menu, choose Your System Profile and follow the instructions under Add People.

Edit Person dialog box

Use the Edit Person dialog box to modify information about people in the Tivoli Service Desk database. See Editing a person.

To access the Edit Person dialog box:

  1. In the People dialog box, set search parameters to locate the person.
    Tip: For more information, see Finding a person.
  2. Select a person and choose Edit.
    Result: The Edit Person dialog box appears.

View Person dialog box

Use the View Person dialog box to check information about people in the Tivoli Service Desk database. You cannot make changes to people data in the View Person dialog box. See Viewing a person.

To access the View Person dialog box:

  • In the People dialog box, select a person and choose View.
    Result: The View Person dialog box appears.

Tasks

Adding a person

You record the same general information for all people. Then you can record specialized information based on whether the person is a contact, and end user account contact, or a Tivoli Service Desk user.

To add a person:

  1. In the Add Person dialog box, choose the General tab.
  2. In the Last Name box, type the last name of the person.
  3. In the First Name box, type the first name of the person.
  4. In the Middle Name box, type the middle name of the person.
  5. In the Employee Number box, type the employee number of the person.
  6. In the Phone box, type the telephone number of the person.
  7. In the Alt. Phone, type an alternate telephone number of the person.
  8. In the Fax box, type the fax telephone number of person.
  9. Do one of the following:
    • To allow the person to be active as a contact or user, select the Active check box.
    • To prevent the person from being active as a contact or user, clear the Active check box. If you deactivate people, they are automatically deactivated as contacts.
    • For more information, see Active check boxes.
  10. Now you can do any of the following:
  11. After you have completed the general person information, you can do any of the following:

Configuring people organizations

People can be members of organizations. Organizations can be groups of customers, companies, and company divisions. If your Tivoli Service Desk installation is configured to use Multi Customer Data Support to secure data, organizations are used to define access rights and segregate data. If the Tivoli Service Desk system is secured, then every person must belong to an organization.

For example, if your help desk supports several separate companies, you can restrict data access so that help desk analysts can see only the information relating to the organizations they support.

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 people who belong to a selected organization from the Organizations dialog box. See Configuring organization membership.
  • You can maintain the list of organizations to which a person belongs from the Add Person dialog box or Edit Person dialog box. See the following instructions.

Note: If the Tivoli Service Desk system is secured after some people are added to the database and not assigned to organizations, the Tivoli Service Desk administrator receives a warning. The people not assigned to an organization have access only to information that is not associated with any organization.

To add a person to an organization:

  1. In the Add Person dialog box or the Edit Person dialog box, choose the General tab.
  2. Below Organizations, choose Add.
  3. In the Organizations window, from the Organization Hierarchy list, select an organization and choose Select.
    Tip: For help in locating a specific organization in a hierarchy, see Navigating a hierarchy.
  4. Continue selecting organizations until you have selected all the ones to which this person belongs, then in the Organization dialog box, choose Close.
    Result: The selected organizations appear in the Organizations list in the Add Person dialog box or the Edit Person dialog box.
  5. Choose Close.

To view the membership of an organization assigned to a person:

  1. In the Add Person dialog box or the Edit Person dialog box, choose the General tab.
  2. From the Organizations table, select an organization.
  3. Below Organizations choose View.
  4. In the View Organization dialog box, view the list of members belonging to the selected organization.
  5. Choose Close.

To designate the default organization for a person:

  1. In the Add Person dialog box or the Edit Person dialog box, choose the General tab.
  2. Do one of the following:
    • If all the organizations in the Organizations table have Default set to FALSE, go to the next step.
    • If any organization in the Organizations table has Default set to TRUE, select that organization, then choose Default.
      Result: Default is set to FALSE for the selected organization.
      Note: All Organizations must have Default set to FALSE before you can designate a new default organization.
  3. From the Organizations table, select the organization you want to make the default.
  4. Below Organizations, choose Default.
    Result: Default is set to TRUE for the selected organization.
  5. Choose OK.

To remove an organization assignment from a person:

  1. In the Add Person dialog box or the Edit Person dialog box, choose the General tab.
  2. From the Organizations table, select an organization.
  3. Below Organizations, choose Remove.
    Result: The organization is immediately removed from the table of Organizations for this person.
  4. Choose OK.

Configuring people notification methods

Tivoli Service Desk users can send notifications to people via any of their assigned notification methods. Also, help desk analysts can automatically notify contacts when the problems they report are resolved.

You determine which notification methods are used to contact people. There are two ways you can assign notification methods to people:

  • You can maintain the list of users and assigned notification methods from the User tab of the Notifications Options dialog box. See Maintaining Notification Methods for Users or Groups.
  • You can maintain the list of notification methods assigned to a selected person in the General tab of the Add Person dialog box or the Edit Person dialog box. See the following instructions.

To assign a notification method to a person:

  1. In the Add Person dialog box or the Edit Person dialog box, choose the General tab.
  2. Below Notifications, choose Add.
  3. In the Notification Method dialog box, from the Method list, select a notification method.
    Note: This list contains all the notification methods defined for Tivoli Service Desk. For more information, see Maintaining Notification Methods.
  4. In the Address box, type the address of the user exactly as it is defined in the external messaging system.
    Examples: Type an e-mail address, pager telephone number, or fax machine telephone number.
  5. Select the Default check box if you want to make this the default method for notifying the user.
  6. Choose OK.
    Result: The notification method appears in the Notifications table in the Add Person dialog box or Edit Person dialog box. In this list, Default is set to TRUE if you designated this notification method as the default for the user. Users may have only one default notification method.

To edit a notification method assigned to a person:

  1. In the Add Person dialog box or the Edit Person dialog box, choose the General tab.
  2. From the Notifications table, select a notification method.
  3. Below Notifications, choose Edit.
  4. In the Notification Method dialog box, make any necessary changes.
    Tip: For details, see To assign a notification method to a person.
  5. Choose OK.
    Result: The edited notification method appears in the Notifications table in the Add Person dialog box or Edit Person dialog box.

To remove a notification method assigned to a person:

  1. In the Add Person dialog box or the Edit Person dialog box, choose the General tab.
  2. From the Notifications table, select a notification method.
  3. Below Notifications, choose Remove.
    Result: The notification method is immediately removed from the Notifications table.

To designate the default notification method for a person:

  1. In the Add Person dialog box or the Edit Person dialog box, choose the General tab.
  2. Do one of the following:
    • If all the notification methods in the Notifications table have Default set to FALSE, go to the next step.
    • If any notification method in the Notifications table has Default set to TRUE, select that notification method, then choose Default.
      Result: Default is set to FALSE for the selected notification method.
      Note: All notification methods must have Default set to FALSE before you can designate a new default notification method.
  3. From the Notifications table, select the notification method you want to make the default.
  4. Below Notifications, choose Default.
    Result: Default is set to TRUE for the selected notification method.
  5. Choose OK.

Editing a person

To maintain data integrity, certain information, such as user ID and site cannot be changed. You can make other changes, such as adding or removing user rights or updating telephone numbers, at any time.

Note: If you are using Distributed Data Manager, you cannot make changes to people associated with other sites.

To edit a person:

  1. In the Edit Person dialog box, make any necessary changes to the information on this person. For further instructions, see:
  2. Choose OK.

Viewing a person

You can only make changes to people information if you have the appropriate security rights. In addition, you can only add or edit user information for people at your site. However, you can always check the details of the people information in your TSD database by viewing a person. You cannot make changes to people information when you view a person.

To view a person:

  1. In the View Person dialog box, view the information on the selected person. If you need help, see:
  2. Choose OK.

Deleting a person

You can permanently remove information about a person from your database by deleting the person.

There are some restrictions on deleting a person:

  • You can delete users when they no longer need access to Tivoli Service Desk, provided they are not assigned to calls or problems. If a user is assigned to calls or problems, you can deactivate the user instead of deleting the user. See Deactivating a user.
  • You can delete contacts when they no longer work at a support location and they have never reported a call or problem. If a contact ID appears on a call or problem, you can deactivate the contact instead of deleting it. See Deactivating a contact.

Tip: For help in locating the person you want to delete, see Finding a person.

To delete a person:

  • In the People dialog box, select a person and choose Delete.
    Result: The person is immediately removed from the People list.

Deactivating a person

As an alternative to deleting people, you can deactivate people, contacts, end user accounts, and users by clearing the Active checkbox on the General, Contact, End User Account, or User tabs of the Edit Person dialog box.

Active check boxes: The Person dialog boxes contain four checkboxes that indicate whether or not a person is active.

  • The Active check box on the General tab takes precedence over the other three active check boxes. To be active as a contact or user, a person must also be active as a person. If you deactivate people, they are automatically deactivated as contacts, end user accounts, or users.
  • The Active check boxes on the Contact tab, End User Account tab, and User tab function independently of each other. A person can be active as a contact and inactive as a user.

To deactivate a person:

  1. In the Edit Person dialog box, choose the General tab.
  2. Clear the Active check box.
  3. Choose OK.

Printing people information

While you are adding, editing, or viewing a person, you can print a detailed listing of the information present in your database about that person.

To print detailed information about one person:

  1. In the Add Person dialog box, Edit Person dialog box, or View Person dialog box, choose Print.
  2. In the Report Attributes dialog box, select the destination for the output and adjust other parameters. See Choosing report output attributes.
  3. Choose Accept.
    Result: A detailed listing containing information on that person is printed.

To print detailed or summary information on selected people:

  1. In the People dialog box, find a person or group of people. See Finding a person.
  2. Do one of the following:
    • To print all information on one person, from the People table, select a person.
    • To print all or summary information on selected people, go to the next step.
  3. Choose Print.
  4. In the Print Choice dialog box, do one of the following:
    • To print summary information on all the people in the People table, select List of all rows.
    • To print detailed information on person selected in the People table, choose Details of selected row.
  5. Choose OK.
  6. In the Report Attributes dialog box, select the destination for the output and adjust other parameters. See Choosing report output attributes.
  7. Choose Accept.