Finding People


Overview

Tasks

Included with

Tivoli Service Desk

Overview

People

Your organization may track information for many people. You may need to locate a specific person in order to:
  • Find a specific contact during call registration.
  • Edit the data for a person.
  • Verify that a person is not currently in the database before you add a new person.
  • Delete or inactivate a person.

Multi-Customer Data
Support

If your Tivoli Service Desk System is secured under Multi-Customer Data Support, you can search only for people belonging to organizations associated with your user ID. Access to data in a secured Tivoli Service Desk system is restricted by organization.

People dialog box

Use the People dialog box to find people in the Tivoli Service Desk database. See Finding a person.

To access the People dialog box, do one of the following:

  • If you are using the Asset Management Administrator profile, Problem Management Administrator profile, or Tivoli Service Desk Administrator profile, from the Edit menu, choose People.
  • If you are using the Change Management Administrator profile, from the Demographics menu, choose People.
  • If you are using the Problem Management Analyst profile, from the View menu, choose People.
  • From the Help menu, choose Your System Profile and follow the instructions under Work with People.
  • In the Add Asset dialog box or the Edit Asset dialog box, choose the browse button in the Person section.

Tasks

Finding a person

In the People Search section of the People dialog box, you can narrow your search by specifying identifying information in the boxes.

Wildcards: You can use any combination of characters and wildcards in the text boxes. For example, you can type the beginning characters of a name in the Last Name box, followed by an asterisk (*).

Tip: To display a list of all people, leave all the boxes blank. Under Types of People, select All and under Status, select Both.

Search criteria: All of the search criteria used here is based on information in the Add Person dialog box, Edit Person dialog box, or View Person dialog box. Some of the search criteria are omitted when you access the People dialog box from the Add Asset dialog box or Edit Asset dialog box.

To search for people:

  1. In the People dialog box, under Types of People, decide which types of people should be included in your search:
    • To include all people, select All.
    • To include only contacts, select Contacts.
    • To include only end users, select End Users.
    • To include only users, select Users.
  2. Under Status, select one of the following:
    • To include both active and inactive people, select Both.
    • To include only active people, select Active.
    • To include only inactive, select Inactive.

      How active status is determined

      There are four Active check boxes in the Add Person dialog box, Edit Person dialog box, or View Person dialog box. If the active box is select, the person is active; if it is cleared, the person is inactive.
      • If you choose All in step 1, status is determined by the setting in the Active check box on the General tab.
      • If you choose Contact in step 1, status is determined by the setting in the Active check box on the Contact tab.
      • If you choose End Users in step 1, status is determined by the setting in the Active check box on the End User Account tab.
      • If you choose Users in step 1, status is determined by the setting in the Active check box on the User tab.
  3. Under General, specify search criteria based on information found on the General tab:
    • In the Last Name, First Name, and Middle Name boxes, type all or part of a name.
    • In the Organization box, specify an organization to which the person belongs by doing one of the following:
      • Choose Browse to select an organization from the Organizations window.
      • Type part of an organization name. When you exit the Organization box, select the appropriate organization from the Matches dialog box if there is more than one possibility.
      • Type the complete organization name.
    • In the Phone box, type all or part of a telephone number.
    • In the E-mail box, type all or part of an address specified for an e-mail notification method assigned to a person.
      Note: You can use e-mail addresses to locate people only if they are assigned a notification method that references their e-mail address.
  4. Under Contacts, specify search criteria based on information found on the Contact tab:
    • In the Contact ID box, enter all or part of a Contact ID.
    • In the Location box, do one of the following:
      • Choose Browse to select a location from the Locations window.
      • Type part of a location name. When you exit the Location box select the appropriate location from the Matches dialog box if there is more than one possibility.
      • Type the complete location name.
  5. Under End User Account, specify search criteria based on information found on the End User Account tab:
    • In the End User ID box, enter all or part of the End User ID.
    • To search for End User accounts that have not been reviewed, clear the Reviewed check box. For more information, see Reviewing end user accounts.
  6. Under User, specify search criteria based on information found on the User tab:
    • In the User ID box, type all or part of a user ID.
    • In the Profile ID box, type all or part of the name of a profile.
    • In the Group box, type all or part of the name of a user group.
    • In the Site box, type a site ID.
    • In the Supported Organization box, if you are running in secure mode, you can specify one of the organizations the user supports, as listed on the Support tab, by doing one of the following:
      • Choose Browse to select an organization from the Organizations window.
      • Type part of an organization name. When you exit the Organization box, select the appropriate organization from the Matches dialog box if there is more than one possibility.
      • Type the complete organization name.
  7. Choose Find.
    Result: Records that match your search parameters appear in the People table section of the People dialog box.
  8. Do any of the following:
    Note: Some functions are not always available in the People dialog box, depending on your system rights and how you access the People dialog box.

Selecting a person

In order to speed data entry and reduce errors, you can locate and select a person from the People table in the People dialog box or the People List dialog box.
  1. In the People dialog box, find the person you want. See Finding a person.
  2. From the People table, select a person.
  3. Choose Select.
    Result: The name of the selected person appears in the dialog box where you choose Include to initiate selecting a person.