Maintaining End-User Accounts


Overview

Tasks

Included with

Tivoli Service Desk

Overview

End-user accounts

You can allow contacts to access Tivoli Problem Management or Tivoli Change Management via the Internet or an office intranet.

End-user accounts are necessary for contacts who need to do one of the following:


Tasks

Adding an end-user account

Each end-user account is associated with a specific contact. Add the contact to your database before you add the end-user account. See Adding a contact for specific instructions on creating a new contact.

To add an end-user account:

  1. In the Add Person dialog box or Edit Person dialog box, choose the Contacts tab.
  2. Choose the End User Account tab.
  3. In the End User ID box, type the account ID for this end-user account.
  4. To require this contact to type a password when logging on to Tivoli Problem Management, in the Password box, type the password for this end-user account.
    Note: Passwords are optional.
  5. Do one of the following:
    • To grant contacts only limited rights as anonymous users until you review their registration information, clear the Reviewed check box.
    • To grant contacts the full rights conferred by their organizations plus the ones defined on the Capabilities tab, select the Reviewed check box.
  6. Do one of the following:
    • To allow the contact to log on to Tivoli Problem Management via the internet or an intranet, select the Active check box.
    • To block the contact from logging on to Tivoli Problem Management via the internet or an intranet, clear the Active check box.
  7. Do one of the following:
    • To save the end-user account information, choose OK.
    • To configure the end-user account capabilities, see Configuring capabilities for an end-user account.
Reviewing end-user accounts End users can set up their own accounts with basic information such as end-user ID, password, and name. Tivoli Service Desk then assigns a contact ID that is the same as the end-user ID. A Tivoli Service Desk user can periodically review end-user accounts and supply the remaining necessary information such as organization and location. To locate end-user accounts that have not been reviewed, in the People dialog box, under End User Account, clear the Reviewed check box. For more information, see Finding a person.
Configuring capabilities for an end-user account Capabilities define if a user can create, view, or update problems. Capabilities also control access to Tivoli Problem Management Diagnostic Aids.

An end-user account always has the capabilities assigned to its organization. You can grant more capabilities to an end-user account, but you cannot deny an end-user account any capabilities already granted to its organization. If you want to reduce the capabilities of an end-user account, you should assign the account to an organization that has fewer capabilities. For more information, see Configuring organization capabilities.

Note: All of the capabilities for the end-user account and the organization appear in the Overall Capabilities section of the Capabilities tab.

To define end-user account capabilities:

  1. In the Add Person dialog box or Edit Person dialog box, choose the Contacts tab.
  2. Choose the Capabilities tab.
  3. Below Problems, select the problem maintenance capabilities for this account.

    To enable the end-user account to:
    • Create problem records, select the Create check box.
    • View problems, select the View check box. From the accompanying list, select which problem records can be viewed. You can enable the contact to view:
      • Only problems belonging to the end-user account
      • Only problems belonging to the organization to which the end-user account belongs
      • All problems
    • Solve and close problems, select the Update check box. From the accompanying list, select with which problem records the contact can work. You can enable the contact to work with:
      • Only problems belonging to the end-user account
      • Only problems belonging to the organization to which the end-user account belongs
      • All problems
  4. Below Diagnostics, select the Diagnostic Aids which this end-user account can use. Do one of the following:
    • To enable use, select the check box for the corresponding Diagnostic Aid.
    • To prevent use, clear the check box for the corresponding Diagnostic Aid.
  5. To control the number of possible solutions returned when an end-user account contact uses a Diagnostic Aid, in the Max Solutions Returned box, type a number.
    Note: You adjust this retrieval limit so that the contact does not have to wait too long for a useful number of possible solutions.
  6. Choose OK.

Editing an end-user account

Except for the end-user account ID, you can change end-user account information at any time from the Edit Person dialog box.

To edit an end-user account:

  1. From the People List in the People dialog box, select the contact belonging to the end-user account you want to edit.
    Tip: If you need help locating the contact, see Finding a person.
  2. Choose Edit.
  3. In the Edit Person dialog box, choose the Contacts tab.
  4. Make any necessary changes to the information on the Contact tab, End User Account tab, and Capabilities tab.
    Tip: For a description of each box, see Adding a contact, Adding an end-user account, and Configuring capabilities for an end-user account.
  5. Choose OK.

Viewing an end-user account

You can review end-user account information from the View Person dialog box. You cannot make changes when you are viewing an end-user account.

To view an end-user account:

  1. From the People List in the People dialog box, select the contact belonging to the end-user account you want to view.
    Tip: If you need help locating the contact, see Finding a person.
  2. Choose View.
  3. In the View Person dialog box, choose the Contacts tab.
    Tip: For a description of each box, see Adding a contact, Adding an end-user account, and Configuring capabilities for an end-user account.
  4. Choose Close.