Before you begin
Ensure that the following prerequisites
are complete before you execute the
Solution Scenario:
- Add and configure users and groups by performing the steps
provided in - the Installation Guide.
- Verify that the Incident and Problem Management Solution Scenario artifacts
are successfully installed in IBM® Process
Server.
- Start the IBM Process
Designer,
from the Process Apps tab, click Open
in Designer for the Incident and Problem Management process
application, and then click .
- Perform the following steps only if you are using the IBM Business
Process Manager Advanced:
- Verify that the process application is in a
deployed and activated state within the IBM Process Admin Console.
For more information on activating and deploying process applications,
refer to the IBM Business
Process Manager Advanced documentation.
- Ensure that you execute the Solution Scenario at
least once using IBM Process
Designer before
you execute it using IBM Process
Portal or Business Space.
This ensures that the process application is successfully deployed
on the server.
Note: As part of the installation, the endpoints
used within the Solution Scenario are set to port 9080 by default.
If the Solution Scenario EAR files are deployed on different ports,
use a monitoring utility, such as TCPMon, to act as a proxy to the
actual endpoint.
About this task
A Customer Service Representative
can execute the
Incident and Problem Management Solution Scenario by
logging on, creating a trouble ticket for a customer or network-related
problem, providing details using forms, and submitting the data for
processing. After the problem is resolved, the Customer Service Representative
can verify and close the trouble ticket.
Note: Some of the fields used in the
forms for this Solution Scenario are programmed using basic validations.
If the form is submitted and does not conform to these validations,
the form is displayed with a list of errors.
The
roles and page mapping for this Solution Scenario are
given in the following table.
Table 1. Widgets
to roles mappingRoles/Pages |
Getting Started |
My Task |
Reports |
Customer Service
Representative |
Yes |
Yes |
N/A |
Field Technician |
Yes |
Yes |
N/A |
NOC Technician |
Yes |
Yes |
N/A |
Business Manager |
Yes |
N/A |
Yes |
The roles for this Solution Scenario are
given in the following table.
Table 2. Roles and users mappingGroup |
User |
User ID |
Password |
Customer Service
Representative |
Jay Walk, Saya Khan |
tc_jay, tc_saya |
password |
NOC Technician |
Adam Smith, Peter Henderson |
tc_adam, tc_peter |
password |
Field Technician |
Kim Edward, Susan Thomas |
tc_kim, tc_susan |
password |
Business Manager |
Martha Green |
tc_martha |
password |
This
Solution Scenario is
based on the following scenarios:
- A problem is reported by the customer.
- The problem is reported by a network adapter, such as IBM Tivoli® Netcool®/Impact.