Overview |
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Tasks |
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Included with |
Tivoli Service Desk |
Becoming a new user |
In working with the support center to resolve
your problem, you can have the capabilities of one of the following account types:
Anonymous accounts have limited capabilities. For instance, the user of an anonymous account can't submit a problem request to a customer service representative. New accounts enable users to submit problem requests and much more. By registering some information about yourself, such as your Full Name, Phone Number, and E-mail Address, you can submit problem requests and have the tools that a user of a new account enjoys. You will also need to choose a password. Make sure you choose a combination of uppercase and lowercase letters as well as numbers. Also, write your password somewhere in case you forget it. Note: Even if you have the capabilities of a new account, you can always log on as an anonymous user. |
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What is a request classification |
Solutions are categorized and organized
heirarchically to make it easy to find a solution quickly. This hierarchy is known as a
SCIM, an acronym of its categories:
The categories begin at the most general level (system) and progress to the most specific level (module). The following table describes each level. Note: Although System is the only level for which information is required, entries in the Component, Item, and Module boxes help narrow the search, reducing the number of less-relevant solutions the user receives.
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Search methods |
The following table describes the different
types of methods you can use to search for a resolution.
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Searching for a solution |
Many problems have already been solved and are ready for you to view. To search for a solution:
A dialog box appears with solution information (depending on the type of search you selected). |
Entering a request |
If you can't find a solution to your problem,
you should request help from the support center. Use the following procedure to submit a
problem request.
Note: If you've previously submitted a request to the support center, you can check its progress by clicking the Work with previously submitted request... button. You'll need to enter information to find your previous request. |
Finding the status of your request |
When you originally submitted a problem request,
a Request ID was assigned. Enter this ID in the Request ID box to find the status of your
request. If you don't know the Request ID, enter as much of the following as you can:
You don't necessarily need to know all these pieces of information to find your
request. If you only know one item, you can still locate your request, though you may have
to sort through other requests. For example, if you know when you created the request,
simply enter a date range using the Begin Date and End Date fields. You'll then need to
sort Note: This is why remembering your request ID, the code that specifically identifies your request, is more helpful. |
Working with your requests |
After finding your submitted request, this
screen provides you with status information, such as if your problem has been solved by a customer support representative. The following request information is shown:
A notebook also appears on this screen containing the following tabs. Note: Much of the information on these tabs reflects progress made by support center representatives on your request. Although you have access to this information, you cannot alter it. |
Viewing request detail |
This tab presents the following details of the
submitted request:
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Viewing request history |
Request History includes the details of
everything that has ever happened to your problem request, including the date and time the
support center received your request.
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Viewing work history |
Work History seems very similar to Request
History in that it has Begin Date and End Date fields, as well as Begin Time and End Time
information of work performed on your request. However, the Work History tab is helpful to
the support center representative because it allows more comments to be made on the
progress of your request, unlike the Request Detail or Request History tabs. The information on this tab may not be especially useful to you, however. It's similar to a free-form notepad for the support representative assigned to your problem request. |