View Call Record Dialog Box


Overview

Tasks

Included with

Tivoli Problem Management

Overview

The View Call Record dialog box

The Call History dialog box contains a list of all the calls registered by your help desk. There is, however much more information available in the database. You can see the details of one call in the View Call Record dialog box.

The following table summarizes the contents of the View Call Record dialog box.

Box Description
Call ID Unique number automatically generated by Tivoli Problem Management that identifies the call
Caller ID ID of the person initiating the call
First Name Name of the caller
Middle Name
Last Name
Caller Phone Telephone number of the caller
Call Date Date the call came in
Call Time Time of day that the call came in
Ending Date Date the call ended. Tivoli Problem Management fully supports 24-hour operations by allowing calls and other sorts of activities to span multiple days
Ending Time The time of day that the call ended
Originating Site The originating site of the TPM analyst
Description Brief explanation of the call
Initial User Help desk analyst who took the call
Location ID ID of the location initiating the call
Location Name Name of the location initiating the call
Severity Severity level assigned to the call
Call Code Initial status of the call
System System causing the caller's problem
Component Component causing the caller's problem
Item Item causing the caller's problem
Module Module causing the caller's problem
Problem Type Category of the problem prompting the call
Inventory The inventory ID

Tasks

Accessing the View Call Record dialog box

To access the View Call Record dialog box:
  1. From the Work with Call History dialog box, select the call history that you that you want to display.
  2. Choose View
  3. Result: The View Call Record dialog box appears.