Configuring Request and Security Settings


Overview

Tasks

Included with

Tivoli Service Desk

Overview

Specifying different sets of users

Users of the End-User Web Interface application are unique to Tivoli Service Desk because they can submit problem requests with an Internet browser. You will find that some users are willing to give you information so they may become registered users. You will also find that some users are not willing to give you information so they may remain anonymous users. You must decide how your support center will service both sets of users or if you will only serve registered users.

End-User Web Interface Administration Notebook

The End-User Web Interface Administration Notebook has functions you can use to configure the following:
  • Login security of users
  • Default values for problems submitted to your help desk
  • Request capabilities
  • Confirmation of the active port on your application server

The End-User Web Interface Administration Notebook contains these tabs:

Tab Function
Request/Security Settings You specify login security and exposed SCIM levels for registered and anonymous users. You also specify default values for problems submitted to your help desk.
Account Settings You configure request capabilities and diagnostic aids for registered and anonymous users. See Configuring Account Settings.
Server Config You specify and test connections to primary and secondary application servers.

Tasks

Configuring security settings

You must configure login security for anonymous and registered users.

To configure security settings:

  1. From the Login Security area, choose the login type you want to appear in the Login dialog box.
  2. From the Registered User Exposed SCIM Level area, choose the SCIM levels to make available to registered accounts.
    Note: Levels must be removed from the bottom of the hierarchy first. (For example, the Component level cannot appear without the System level.) By choosing more levels, you allow the user to make specific, detailed inquiries. By choosing fewer levels, you allow the user only general, simple inquiries.
  3. From the Anonymous User Exposed SCIM Level area, choose the SCIM levels to make available to anonymous accounts.

Configuring request settings

You must specify the SCIM capabilities for anonymous and registered users.

To configure request settings:

  1. From the Registered User Exposed SCIM Level area, choose the SCIM levels to make available to registered accounts.
    Note: Levels must be removed from the bottom of the hierarchy first. (For example, the Component level cannot appear without the System level.) By choosing more levels, you allow the user to make specific, detailed inquiries. By choosing fewer levels, you allow the user only general, simple inquiries.
  2. From the Anonymous User Exposed SCIM Level area, choose the SCIM levels to make available to anonymous accounts.

Configuring default values for submitted problems

You must specify default values for submitted problems that the support center receives.

To configure default values for submitted problems:

  1. From the Use these values when creating a problem area, choose values in the following areas:
  2. Choose the Notify user upon resolution check box if you want to forward solutions to contacts.