Configuring Inquiry Dialog Boxes


Overview

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

Overview

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.

Default Settings

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.