Overview |
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Tasks |
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GUI Elements |
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Included with |
Tivoli Service Desk |
Fundamentals of Tivoli Service Desk |
This help topic is designed to familiarize you
with some of the fundamental aspects of using Tivoli
Service Desk, including the following:
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Tivoli Service Desk window |
The Tivoli Service Desk window contains the menus, menu commands and toolbar buttons described in your profile. From the Tivoli Service Desk window, you can choose any system action that is a part of your profile and for which you have the necessary rights. For information on accessing the Tivoli Service Desk window, see Starting Tivoli Service Desk. |
Starting Tivoli Service Desk |
To use Tivoli Service Desk, you must start the
program and log on by providing your user ID (and a password, if required). A user ID is
required for security purposes. It is also used to track user interactions with calls,
problems, change, and assets. Depending on your operating system, you can start Tivoli Service Desk in several ways. This help topic demonstrates the basic methods for starting the program:
To start Tivoli Service Desk:
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Exiting Tivoli Service Desk |
You cannot exit Tivoli Service Desk while a call
or problem is active. You must first resolve, transfer, or freeze any active call or
problem before you exit Tivoli Service Desk. In addition, it is best to close all Tivoli
Service dialog boxes and windows before exiting. To exit Tivoli Service Desk:
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Interface elements |
All Tivoli Service Desk applications use a similar interface. This section explains the purpose of a few elements with which you should be familiar because they appear frequently throughout Tivoli Service Desk applications. |
Alarm Indicator |
The Alarm Indicator appears in the Tivoli Service Desk window if you have an alarm you have not yet read. The alarm monitoring feature runs automatically every time you start Tivoli Service Desk. It also runs periodically during a Tivoli Service Desk session to check for new alarms. The alarm polling period (the interval between checking for new alarms) is set by your system administrator. For more information, see Working with Alarms. |
Browse button |
![]() A Browse button appears next to several boxes in Tivoli Service Desk dialog boxes. Browse buttons enable you to select information from a list of available choices. For example, in the People dialog box, a Browse button appears next to the Location box. When you choose this Browse button, the Location window appears. When you select a location from the Location window, Tivoli Service Desk inserts that location in the Location box in the People dialog box. |
Calendar button | ![]() A Calendar button appears next to several date boxes in Tivoli Service Desk. For example, in the Problem Inquiry dialog box, Calendar buttons appear next to both the Begin Date and End Date boxes. For more information, see Selecting Dates. |
Inquiry button | An Inquiry button appears in many of the Work with dialog boxes throughout the program. The Inquiry button enables you to perform simple database inquiries. You specify search criteria, then a Tivoli Service Desk application displays a list of the matching records. For more information, see Creating a simple inquiry. |
SQL button | An SQL button appears in many of the Work with dialog boxes throughout the program. The SQL button enables you to perform advanced database searches using the Standard Query Language. For more information, see Performing an advanced search. |
Refresh button | A Refresh button appears in several of the Work with dialog boxes in Tivoli Service Desk applications. The Refresh button enables you to update the list of items in the Work with dialog box with the most current information. This is helpful if the Work with dialog box contains information that other users are frequently updating. |
Required information | In some dialog boxes, you must supply required
information in order to complete a task. GUI elements with required information are filled in with a color. The color used depends on your system settings. If your system is set to 256 colors or less, required boxes and lists are filled in with yellow. If your system is set to greater than 256 colors, required boxes and lists are filled in with light blue. |
Window and dialog box position and size | Tivoli Service Desk automatically saves the last
position and size of the Tivoli Service Desk window. It also remembers the position and
size of most dialog boxes. Each time you display any of these items, it appears in its most recent position and size. Tivoli Service Desk stores this last position and size information in the softart.ini file. Note: You must have write access to your Windows directory, Win95 or Win98 folder, or UNIX home directory for this feature to work. |
Toolbar and ToolTips | The toolbar gives you quick access to many
Tivoli Service Desk features. You can also access these same features from the menus. You can easily determine the function of any tool or button labeled with an image by holding your pointer on the tool or button; do not click the mouse button. After a brief pause, a ToolTip appears that identifies the tool or button. |