Tivoli Software IBM Tivoli Service Request Manager 7

Tivoli Software TSRM 7. 2 Topics § Tasks Related to SRM End User §

Tivoli Software Tasks Related to SRM End User © 2007 IBM Corporation

Tivoli Software Topics § How to Log into the Application § Start Center Overview

Tivoli Software Login to TSRM • 5 Enter http: //test/maximo in browser URL and

Tivoli Software Start Centre Overview • Go To Menu • Shortcuts • Bulletin Board

Tivoli Software How to Create a Ticket • Click Go to Service Requests Create

Tivoli Software • Fill the relevant sections of the Self Service Request Application and click Save • Reported By, Phone , Email and Summary Fields are mandatory for submitting a Service Request 8 © 2007 IBM Corporation

Tivoli Software How to View / Search Ticket • Click Go to Self Service Requests View Service Request or else click View Service Request Shortcut in Start Center Service Desk Actions Section 10 © 2007 IBM Corporation

Tivoli Software • Enter the Search details and click find 11 © 2007 IBM

Tivoli Software How to Search Solution • Click Go to Self Service Requests Search Solutions or else click Search Solutions Shortcut in Start Center Service Desk Actions Section 12 © 2007 IBM Corporation

Tivoli Software • Fill all the relevant details and click find 13 © 2007

Tivoli Software Tasks Related to Helpdesk / Resolver Teams © 2007 IBM Corporation

Tivoli Software Topics § How to Create a Ticket § How to Transfer a Ticket (Assigning a Owner Group to a Ticket) § How to Take Ownership of a Ticket § How to Put Ticket on SLA Hold § How to Resolve a Ticket § How to Close a Ticket § How to fill work log § Meaning of Different Ticket Status 15 © 2007 IBM Corporation

Tivoli Software How to Create a Ticket 16 © 2007 IBM Corporation

Tivoli Software • Click on New Service Request Icon • Fill Following Mandatory Fields ØSource ØOwner Group ØReported By Phone Number ØAffected Person ØSummary ØClass Description ØReported Date ØAffected Date 17 © 2007 IBM Corporation

Tivoli Software 18 © 2007 IBM Corporation

Tivoli Software How to Transfer a Ticket (Assigning an Owner Group) • Click Owner

Tivoli Software How to Take Ownership of a ticket • Click Select Owner Lookup

Tivoli Software How to put the ticket on SLA hold • Click Change Status

Tivoli Software • Filling Work log is mandatory before changing status of a ticket

Tivoli Software How to Resolve the Ticket. • Click Change Status • Select Resolved

Tivoli Software How to Close the Ticket • Once a ticket is resolved it

Tivoli Software How to Fill Log • Log to log tab of Service Request

Tivoli Software What is a meaning of the Ticket status Status Description NEW The initial status of a ticket after you create it or insert it. You cannot revert to this status after you change it. Ticket is not acknowledged an assigned to any group. QUEUED When a ticket is acknowledged and assigned to a Group but no action is taken on it INPROG In progress. Ownership is taken and someone is working on this ticket. The first time a ticket reaches this status, the system populates the Actual Start field, if it is empty. SLAHOLD When SLA of the ticket is put on hold PENDING An action on this ticket is pending (for example, vendor or user callback, or waiting for parts). RESOLVED Information has been gathered and routed, service has been restored or a solution has been provided. The first time a ticket reaches this status, the system populates the Actual Finish field, if it is empty. RESOLVC ONF 26 Ticket resolution is confirmed from the end user © 2007 IBM Corporation

Tivoli Software Status Description CLOSED It is the final state of a ticket. When a record is closed, you cannot change the status or edit any part of the record. CANCELLED Ticket is cancelled REJECTED Ticket is rejected 27 © 2007 IBM Corporation