Configuring Account Settings


Overview

Tasks

Included with

Tivoli Service Desk

Overview

Configuring new accounts

New accounts are also known as registered users, since both have submitted information to your help desk. The difference is that you may want to review new account information before allowing them to have the privileges of registered users.

You must define the following for new accounts:

Configuring anonymous accounts

You only have to set diagnostic aids for anonymous accounts, unlike for new accounts.

Tasks

Setting capabilities for new accounts

You must define the following capabilities for new accounts:
  • Create a new problem request
  • View previously submitted problem requests
  • Update or change previously submitted problem requests

To set capabilities for new accounts:

  1. Select the desired check boxes for Create, View, or Update.
  2. If you selected View or Update, you have the following options to from which to choose:
    • Only my Own enables the user to view or update requests that only the new account has submitted.
    • Only my Organization enables the user to view or update requests that only users in the new account's organization has submitted.
    • All Requests enables the user to view or update all requests.

Setting diagnostic aids for new accounts

Diagnostic aids are tools available in Tivoli Problem Management for finding problem solutions. These tools include:

Note: The more diagnostic aids you select, the more solutions will be returned.

To set diagnostic aids for new accounts:

  1. Select the check boxes for the diagnostic aids that you want available for new accounts.
  2. From the Max Solutions Returned box, type the number of solutions you want returned to new accounts.

Setting new accounts as anonymous until reviewed

You may want to only provide new accounts with the capabilities of anonymous users until the help desk review, the new account.

To set new accounts as anonymous:

  • Select the New Accounts are anonymous until reviewed check box if you want to review registration information before giving new accounts the privileges of registered users.

Setting an e-mail notification type

Tivoli Problem Management can send by e-mail the problem result of a closed problem to registered users.

To set an e-mail notification type:

  • From the E-mail Notification Type drop-down box, select an e-mail type.

Setting diagnostic aids for anonymous accounts

Diagnostic aids are tools available in Tivoli Problem Management for finding problem solutions. These tools include:

Note: The more diagnostic aids you select, the more solutions will be returned.

To set diagnostic aids for anonymous accounts:

  1. Select the check boxes for the diagnostic aids that you want available for anonymous accounts.
  2. From the Max Solutions Returned box, type the number of solutions you want returned to anonymous accounts.