Overview |
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Tasks |
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Included with |
Tivoli Service Desk |
Users |
System administrators, help desk analysts, and any one else who logs on to Tivoli Service Desk are users. For security purposes, you must assign each user a user ID. In addition, you can assign skills, groups, and security rights. |
Database rights |
In addition to the rights you grant to users
inside Tivoli Service Desk, users must also be able to access the Tivoli Service Desk
database. If Tivoli Service Desk was installed with a Type 2 Logon option, the database administrator must use the Tivoli Service Desk Table Builder utility to grant permission allowing users to access the Tivoli Service Desk database. Permission must be granted for each new user who is added after the initial installation. For more information about Type 2 logons and granting database rights, refer to the Tivoli Service Desk Installation Guide. |
Dialog boxes |
You maintain users in the Add Person dialog box, Edit Person dialog box, or the View Person dialog box. See Person dialog boxes for more details. |
Adding a user |
When you add new users, at a minimum, you must
specify a user ID, last name, and alarm polling interval. The user ID and password you specify here are the ones your users type when they log on to Tivoli Service Desk. Each user needs a user ID, but passwords are optional. If you do not specify a password for a user, then that user does not need to type one to log on. The alarm polling interval controls how often the Alarm Monitor checks the database for new alarms for the user. You can also specify user skills, rights, and groups at the time you create the new user or when you edit an existing user. Note: You need USER ADMINISTRATION rights to add user information. See Tivoli Service Desk Rights. To add a user:
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Configuring user groups |
If a person is a user of more than one
application in the Tivoli Service Desk suite, you might want to assign the user to one or
more groups. Groups are used to assign security rights and user skills to multiple users
at once. You can add users to groups when you add or edit user information. Tip: You can also add a user to a group from the Add Group dialog box or Edit Group dialog box. Adding users to groups can be faster than assigning rights and defining skills for individual users. See Configuring group membership. To add a user to a group:
Removing a user from a group also takes the skills and rights belonging to the group away from the user. To remove a user from a group:
The profile assigned to the user's default group is used when the user logs in if you do not select one specifically for this user. Only one group can be selected as the default for a user. Default is set to TRUE in the Groups list for the default group. To designate a default user group:
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Configuring user rights |
You assign the appropriate security rights
to users to grant access to system actions and dialog box buttons. Help desk analysts could need rights as individual users that you do not want to grant to every member of a group. You assign individual rights to users from the Add Person dialog box or the Edit Person dialog box as described in the following procedure. Tip: You can assign rights to one user at a time; but in most cases, it is easier to create groups of users and assign rights at the group level. See Configuring Groups. To assign a system right to a user:
To remove a system right from a user:
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Configuring user skills |
Configure user skills to enable help desk
analysts to transfer problems to other help desk analysts with skills that match the
problem SCIM. For more information, see Skill-based
problem transfer.
To remove a user skill:
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Configuring supported organizations |
If you
implement Multi-Customer Data Support in your Tivoli Service
Desk system, help desk analysts can access only the data belonging to the organizations
they support. In order to see organization-specific data, a user must be associated with
that organization. If TSD is running in secure
mode, each user must be assigned at least one supported organization. To enable a help desk analyst to access data belonging to an organization:
To view the membership of an organization assigned to a help desk analyst:
To remove a help desk analyst's access to data belonging to an organization:
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Editing a user |
You can change user information at any time from
the Edit Person dialog box. Note: You need USER ADMINISTRATION rights to edit user information. See Tivoli Service Desk Rights. To edit a user:
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Viewing a user |
You can review information on any user from the
View Person dialog box. You cannot make changes when you are viewing a user. To view a user:
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Deleting a user |
You can delete users when they no longer need
access to Tivoli Service Desk, provided that they are not assigned to calls or problems.
See Deleting a person. Note: You need USER ADMINISTRATION rights to delete user information. See Tivoli Service Desk Rights. |
Deactivating a user |
If you cannot delete users because their user
IDs are assigned to calls or problems, you can deactivate these users. When users leave
your company or stop using Tivoli Service Desk, you should deactivate their user IDs.
Inactive users cannot log on to Tivoli Service Desk or access any of its functions. To deactivate a user:
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Printing user information |
See Printing people information. |