Transferring Problems


Overview

Tasks

Included with

Tivoli Problem Management

Overview

Transfer a Problem

You can transfer a problem anytime you know that someone else at your help desk is more qualified to resolve it. You can transfer a problem directly from the Call Registration dialog box or any time after you resume work on it in the Problem Status dialog box.

Accessing Transfer Problem dialog box

To access the Transfer Problem dialog box, in the Problem Code box on the Call Registration dialog box or Problem tab of the Problems Status dialog box , choose TRANSFERRED, then choose Done.

Result: The Transfer Problem dialog box appears.


Tasks

Transferring a Problem To transfer a problem, perform the following steps:
  1. In the Recipient box, specify which user or group should receive the transferred problem in one of the following ways:
    • Type the user or group name.
    • Select from users list.
  2. To notify the recipient that a problem has been transferred to him or her, select the Send Notification check box.
  3. To change the way the notice is handled, choose Notification Options.
    Note: Notification Options is not available unless you select the Send Notification check box.
  4. In the Transfer Problem dialog box, choose OK.

Result: If you select the Send Notifications check box, the recipient is notified that a problem has been transferred to him or her. The transferred problem continues to appear in the Work with Problems dialog box of the sender until the recipient assumes ownership. Depending on your configuration, this can occur at the moment of transfer.