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You can speed up call
registration by carrying information forward from one call registration session
to the next. This makes it easier for help desk analysts to record multiple problems
reported in one call. Use this feature if your help desk often receives calls that report
multiple problems. Note: Allowing multiple sessions per call adds one
step to the work flow.
To control whether multiple sessions per call are allowed:
- In the Call/Problem Settings
dialog box, choose the Call Management tab.
- Do you want to give help desk analysts the option to register more than one problem in
the same call?
- If yes, select the Multiple Sessions per
Call check box.
Result: After help desk analysts choose Resolve, Freeze, or Transfer in
the Call Registration dialog box, the Call Termination dialog
box appears and they must decide if they want to end the current call.
- If help desk analysts choose Yes, the Call Registration dialog box closes and the Tivoli Service Desk window appears.
- If help desk analysts choose No, the Call Registration dialog box reappears. The
location, client, name, phone, call code, and severity code automatically carry forward
from the previous call. Help desk analysts can then record the next problem reported by
the same caller.
Note: When help desk analysts continue call registration, Tivoli Problem
Management creates multiple session and problem records, but only one call record. For
more information on these record types, see the Tivoli Problem Management 6.0 User's
Guide.
- If no, clear the Multiple Sessions per Call check box.
Result: The Call Registration dialog box closes at the end of call
registration and the Tivoli Service Desk window appears.
- Choose Close.
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You can control the assignment of problem
codes and problem
status when help desk analysts resolve, freeze, or transfer a problem. Note:
Requiring help desk analysts to confirm the assignment of problem codes and problem status
adds one step to the work flow.
To control problem code and status assignment:
- In the Call/Problem Settings
dialog box, choose the Call Management tab.
- If either the Resolution box in the Call Registration dialog box
or the Status box in the Problem Status dialog box is empty, do
you want to use the call
description as a default problem status?
- If yes, select the Call Description as Initial Status check box.
Result: The call registration description or the description of the first
call in the Problem Status dialog box is automatically saved as the problem status when
necessary.
- If no, clear the Call Description as Initial Status check box.
Result: If the Resolution box in the Call Registration dialog box or the
Status box in the Problem Status dialog box is empty, then the new problem status is
blank.
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You control whether help desk analysts must
confirm ending call registration. This occurs when they choose Done in the Call
Registration dialog box. Note: Requiring analysts to confirm ending
call registration adds one step to the workflow.
To configure Confirm Ending the Call Registration:
- In the Call/Problem Settings
dialog box, choose the Call Management tab.
- Do you want help desk analysts to confirm ending call registration?
- If yes, select the Confirm Ending the Call Registration check box.
Result: After help desk analysts choose Done in the Call Registration dialog box, they see a message asking if they
want to end call registration. If they choose yes, the Call Registration dialog box closes
and the processing indicated by the assigned problem
code occurs.
- If no, clear the Confirm Ending the Call Registration check box.
Result: When help desk analysts choose Done, the Call
Registration dialog box immediately closes and and the processing indicated by the
assigned problem code occurs.
- Choose Close.
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You can also allow help desk analysts to work on
multiple calls or problems simultaneously by having more than one copy of the Call Registration dialog box or Problem
Status dialog box open at the same time. Note: If this option is
enabled, the maximum number of open problem screens is constrained only by the memory
available on the workstation.
To control whether help desk analysts can work on multiple calls or problems
simultaneously:
- In the Call/Problem Settings
dialog box, choose the Call Management tab.
- Do one of the following:
- To allow help desks analysts to work on multiple calls or problems simultaneously,
select the Allow Multiple Problem Screens check box.
- To limit help desk analysts to working on one call or problem at a time, clear the Allow
Multiple Problem Screens check box.
- Choose Close.
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You can alert help desk analysts to current
situations and solutions that apply to the current call by displaying the Hot News tab of the Diagnostic
Aids dialog box automatically during call
registration or call
dispatch. To control when Hot News appears automatically:
- In the Call/Problem Settings
dialog box, choose the Call Management tab.
- Do one of the following:
- To never display Hot News automatically, clear the Auto Hot News check box.
Result: Help desk analysts must choose Diagnose on the Call Registration dialog box to display the Hot News tab of the
Diagnostic Aids dialog box.
- To display Hot News dialog box automatically, select the Auto Hot News check box.
Result: The Hot News tab of the Diagnostic Aids dialog box appears as
soon as help desk analysts enter or change the organization ID on the call and that
organization ID matches one on an active Hot News record.
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You can give help desk analysts the option of
resuming work on problems whenever they attach calls to existing problems. Note:
Giving help desk analysts the option of resuming problems adds one step to the workflow.
To control problem resumption after attaching a call:
- In the Call/Problem Settings
dialog box, choose the Call Management tab.
- Decide what action you want to occur after help desk analysts attach a call to an
existing problem. Under After Call Attachment, do one of the following:
- Choose Close.
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You can assign ownership when a help desk
analyst resumes work on a problem owned by another analyst. You can also give a help desk
analyst the option of taking ownership when he or she resumes work on a problem owned by
another analyst. To do this, you make the Take
Ownership check box appear on the Problem Status dialog box.
Tip: The current owner of a problem is indicated by the User box in
the Problem Status dialog box.
Note: You can also control who owns a problem when help desk analysts
transfer problems to other help desk analysts. See Controlling who owns
transferred problems.
To control problem ownership after problem resumption:
- In the Call/Problem Settings
dialog box, choose the Call Management tab.
- Decide what you want to happen to problem ownership when a help desk analyst resumes
work on a problem currently owned by another help desk analyst. Under On Resume, do one of
the following:
- To always change ownership to the help desk analyst who resumes work on a problem,
select the Change Owner check box and clear the Allow Override check box.
Result: When analyst A resumes a problem owned by analyst B, the User box
in the Problem Status dialog box changes to analyst A.
- To change ownership to an analyst who resumes work on a problem, but also give this
analyst the ability to reject ownership, select both the Change Owner and select the Allow
Override check box.
Result: When analyst A resumes a problem owned by analyst B, the User box
in the Problem Status dialog box changes to analyst A. However,
if Analyst A clears the Take Ownership check box on the Problem Status dialog box, analyst
B remains the owner when analyst A closes the Problem Status dialog box.
- To never change ownership when a help desk analyst resumes work on a problem, clear both
the Change Owner and Allow Override check boxes.
Result: When analyst A resumes a problem owned by analyst B, the User box
in the Problem Status dialog box remains set to analyst B.
- To never change ownership when an analyst resumes work on a problem, but give the
analyst the ability to take ownership, clear the Change Owner and select the Allow
Override check box.
Result: When analyst A resumes a problem owned by analyst B, the User box
in the Problem Status dialog box remains set to analyst B. However, if analyst A selects
the Take Ownership check box on the Problem Status dialog box, analyst A becomes the new
owner of the problem.
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The default problem
codes you select here are used in conjunction with the selection under Problem Codes
on the Call Defaults tab of the Call / Problem Settings dialog box.
Together these selections determine the contents of the Problem List on the Problem History tab of the Call Registration dialog box. See also Configuring the contents
of the Problem List. To select default problem codes:
- In the Call/Problem Settings
dialog box, choose the Call Management tab.
- From the Default Problem Open Code list,
select a code.
Note: The selected code is used to determine what is an "open"
problem when Default Open Problems is selected on the Call Defaults Tab of the Call /
Problem Settings dialog box. As a result, the Problem List on the Problem History tab of
the Call Registration contains only problems with this code.
- From the Default Problem Close Code list,
select a code.
Note: The selected code is used to determine what is a "closed"
problem when Not Default Closed Problems is selected on the Call Defaults Tab of the Call
/ Problem Settings dialog box. As a result, the Problem List on the Problem History tab of
the Call Registration contains only problems that do not have this code.
- From the Default Problem Transfer Code list,
select a code.
- Choose Close.
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