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You can send a notification to any other Tivoli
Service Desk user at any time. A notification does not need to relate to a specific call
or problem (although it can). You do not need to remember pager numbers, e-mail
addresses, or fax machine numbers to send a non-alarm notification. The system
administrator sets up notification methods that contain this information for users and
groups . See Maintaining Notification Methods for Users and Groups. |
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Your system administrator can establish default
notification types for each user or group of users. You can choose a different
notification type in certain circumstances. For example, if you are sending a notification
to an analyst who is out of the office, you may prefer to send a pager signal rather than
a Tivoli Service Desk alarm. |
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You use the Send Notification dialog box to send
notifications to another Tivoli Service Desk user at any time. To access the Send
Notification dialog box, do one of the following
- If you are using the Problem Management Administrator profile,
the Problem Management Analyst profile, or the Problem Management Field Analyst profile,
from the File menu, choose Send Notifications.
- If you are using the Tivoli Service Desk User profile, from the File menu, choose Send
Notifications.
- From the Help menu, choose Your System Profile and follow the instructions under Send
Notifications.
- In the Alarm Monitor window, from the
Actions menu, choose Send Notifications.
- In the Alarm Manager dialog box,
choose Set New.
- In the Alarm Manager dialog box,
from the Alarms list, select an alarm and choose Fwd.
Result: The Send Notification dialog box appears.
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The Notification Options dialog box enables you
to notify a user or group that a call is being dispatched or a problem is being
transferred. You can set the notification date and time and also select a notification
method. To access the Notification Options dialog box:
- In the Transfer Problem dialog box or Call Dispatch dialog box, choose Notifications
Options.
Result: The Notifications Options dialog box appears.
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To send a
notification:
- In the Send Notification dialog box, under
Notify, do one of the following:
- To send the notification to one person, select Person.
- To send the notification to a group of people, select Group.
- Did you select Person?
- If no, go to the step 3.
- If yes, do one of the following:
- Type part of the last name of the person. If a match is found, the First Name, Middle
Name and Phone boxes are completed automatically.
- In the Last Name box, type the complete last name of the person.
- Did you select Group?
- From the Notification Type list, select one of the notification types set up for this
user or group.
- In the Title box, type the notification message title.
Note: Not all notification types may use message titles.
- In the Regarding box, type the notification subject line.
Note: Most e-mail systems support this information, but there is no
guarantee that all notification types support it.
- In the Notification Text box, type the text of your message.
- Do you want to send the notification immediately?
- If yes, go to the step 9.
- If no, in the Notification Date box, indicate when you want to send the notification by
typing the date or choosing the Calendar button to select a date. See Selecting Dates. Then, in the Notification Time box, type the time
the notification should be sent.
- Choose OK.
Result: The Send Notification
dialog box closes. The notification is sent to the specified user or group. If the
Send Individual Copies check box is selected, copies are sent to each member of the
specified group as though they were each specified as a single user in the Recipient box.
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You can send a
notification to a help desk analyst or group of analysts anytime you dispatch or transfer
a call or problem. This notification alerts the help desk analyst or group of analysts
that the transfer has taken place. This notification can appear in Tivoli Problem
Management as an alarm or it can trigger an e-mail message, pager signal, fax, or some
other form of communication, depending on the notification type you choose in the
Notification Options dialog box. To send a notification when dispatching calls, or
transferring calls or problems:
- In the Call Dispatch dialog box, Transfer
Call dialog box, or Transfer
Problem dialog box, select the Send Notification check box.
- To specify a recipient, under Recipient Infomation, select a user or group name.
Result: The selected name and the associated site ID appear in the
Recipient box.
- To select a notification method other than the default for this user or group, choose
Notification Options. For more information, see Changing
notification options.
- Choose OK.
Result: The notification is sent to the specified user or group of users.
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To change how a
notification is handled:
- In the Notification Options dialog box,
to send the notification to a different user or group:
- Under Notify, select Person or Group, then do one of the following:
- If you selected Person, in the Last Name box, type a different name.
- If you selected Group, in the Recipient box, change the recipient name by typing another
user name or choosing Browse.
Note : In some cases, you cannot change user or group names in the
Notification Options dialog box. Return to the dialog where you chose Notifications
Options and select a different user or group.
- To send individual notifications to each user in the group:
- Under Notify, select Group.
- Select the Send Individual Copies check box.
- To delay the notification, in the Notification Date and Notification Time boxes, change
the date and time.
- To change the way the notification is sent, from the Notification Type list, select a
notification type.
Note: If a default notification type has not been established for this
user or group, Notification Type is automatically set to Alarms. The system administrator
establishes the notification types available for any user or group. If a desired type is
not present in the Notification Type list, contact your system administrator.
- Choose OK.
Result: Depending on where you accessed the Notification Options dialog
box, either the Call Registration Dispatch, Transfer Call, or Transfer Problem dialog box
reappears.
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