|
You control the call
code and severity
level assigned to new calls in the Call Registration dialog box
and the Call Registration Dispatch dialog box. Note:
Help desk analysts and dispatchers can override these defaults by selecting a different
call code or severity level in the Call Registration dialog box or the Call Registration
Dispatch dialog box.
To select a default call code and severity level for new calls:
- In the Call/Problem Settings
dialog box, choose the Call Defaults tab.
- From the Default Call Code list, select a code.
Note: This code is automatically selected in the Call Code list in the Call Registration and Call Registration
Dispatch dialog boxes. Help desk analysts can select another code, if necessary.
- From the Default Severity list, select a severity
level.
Note: This level is automatically selected in the Severity list in the
Call Registration and Call Registration Dispatch dialog boxes. Help desk analysts can
select another level, if necessary.
- Choose Close.
|
|
You control who is the problem
owner when help desk analysts transfer problems to other help desk analysts. Depending
on the way you manage help desk operations, you may prefer that help desk analysts
immediately become the owners of any problems transferred to them. Or, you may want the
original help desk analyst to remain the problem owner until a second help desk analyst
picks up the problem. 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 a help desk analyst
resumes work on a problem. See Controlling who owns resumed
problems.
To control the ownership of transferred problems:
- In the Call/Problem Settings
dialog box, choose the Call Defaults tab.
- Do you want help desk analysts to immediately become the owners of problems transferred
to them?
- If yes, select the Update Owner on
Problem Transfer check box.
Result: When analyst A transfers a problem to analyst B, analyst B
immediately becomes the owner of the transferred problem. The transferred problem appears
in analyst B's Work with Problems dialog box.
- If no, clear the Update Owner on Problem Transfer check box.
Result: When analyst A transfers a problem to analyst B, analyst A
remains the owner of the transferred problem until analyst B picks up the problem. Until
then, the problem appears in analyst A's Work with Problems dialog box and in analyst B's
Work with Problem Transfer dialog box.
Note: Problems remain in the Work with Problem Transfer dialog box until
help desk analysts either resolve, freeze or transfer them.
- Choose Close.
|
|
You decide whether help desk analysts have the
option of adding solutions
to the Solutions table. Tip: Consult with the diagnostics administrator
before activating this option. Help desk analysts could fill the database with inaccurate
or trivial solutions if they lack specific criteria for deciding when to add solutions to
the database.
To set the Make Active Solutions option:
- In the Call/Problem Settings
dialog box, choose the Call Defaults tab.
- Do you want help desk analysts to be able to add solutions to the Solutions table?
- If yes, select the Allow Make Active check box.
Result: When help desk analysts develop their own solutions to problems
in either the Call Registration dialog box or the Problem Status dialog box, they can select the Make Active
Solution check box and then choose Resolve. This closes the problem and adds the solution
to the Solutions table. Other analysts can now access this solution by using the Work with Solution dialog box.
- If no, clear the Allow Make Active check box.
Result: The Make Active Solution check box does not appear in either the
Call Registration dialog box or the Problem Status dialog box. Help desk analysts can not
add solutions that they develop independently to the Solutions table.
- Choose Close.
|
|
Help desk analysts often consult the Problem
List on the Problem History tab of the Call Registration dialog box to see if the current problem was
reported previously. You control whether this list contains only those problems associated
with the location, contact, or organization of the current call, or belonging to the help
desk analyst, or some combination of these factors. Warning: In the
Problem Lookup on Call Registration section of the Call Defaults tab, there are four check
boxes (Current Location, Current Person, Current Organization, and Logged User). If you do
not select any of these check boxes, no problems appear in the Problem History tab of the
Call Registration dialog box.
To configure the contents of the Problem List:
- In the Call/Problem Settings
dialog box, choose the Call Defaults tab.
- Do you want to include only those problems for the current location?
- If yes, select the Current Location check box.
Result: The Problem List is empty until help desk analysts complete the
Location box in the Call Registration dialog box. Then it contains only those problems
where the problem location matches the location of the current call.
- If no, clear the Current Location check box.
Result: The Problem List includes all problems, regardless of where they
occurred.
- Do you want to include only those problems reported by the person reporting the current
problem?
- If yes, select the Current Person check box.
Result: The Problem List is empty until help desk analysts complete the
Caller box in the Call Registration dialog box. Then it contains only those problems
reported by the current person.
- If no, clear the Current Person check box.
Result: The Problem List includes all problems, regardless of who
reported them.
- Do you want to include only those problems originating from the current organization?
Note: This setting is only used in Tivoli Service Desk installations that
are secured under Multi-Customer Data Support.
- If yes, select the Current Organization check box.
Result: The Problem List is empty until help desk analysts complete the
Organization box in the Call Registration dialog box. Then it contains only those problems
reported by the callers belonging to the current organization..
- If no, clear the Current Organization check box.
Result: The Problem List includes all problems from all the organizations
supported by the help desk analyst who registers the call.
- Do you want to include only those problems owned by the help desk analyst who registers
the call?
- If yes, select the Logged User check box.
Result: The Problem List includes only those problems where the current
help desk analyst is the problem owner.
- If no, clear the Logged User check box.
Result: The Problem List includes all problems, regardless of which help
desk analyst owns them.
- Decide which problem codes you want to include in the Problem List. Under Problem Codes,
do one of the following:
- To include only problems with a problem code that matches the Default Problem Open Code
as defined on the Call Management tab of
the Call/Problem Settings dialog
box, select Default Open Problems.
Result: The Problem List includes only problems with problem codes that
match this setting. The code could be "OPEN" or any other problem code you
select.
- To include all problems except those with a problem code that matches the Default
Problem Close Code as defined on the Call Management tab of the Call/Problem Settings
dialog box, select Not Default Closed Problems.
Result: All problems except those with problem codes that match this
setting appear in the Problem List. The code could be "CLOSED" or any other
problem code you select.
|