Cloud & Smarter Infrastructure
Professional Certification Program
Study Guide Series
Exam C2010-656 - IBM SmartCloud Control
Desk V7.5 Service Request Management
Implementation
Purpose of Exam Objectives ... 3
High-level Exam Objectives ... 4
Detailed Exam Objectives ... 7
Section 1 - System Setup and Configuration ... 7
Section 2 – Work with Operational Data ... 11
Section 3 - Configure Service Desk ... 27
Section 4 - Configure Service Catalog ... 40
Section 5 - Integration ... 49
Purpose of Exam Objectives
When an exam is being developed, the Subject Matter Experts work together to define the role the certified individual will fill. They define all of the tasks and knowledge that an individual would need to have in order to successfully implement the product. This creates the foundation for the objectives and measurement criteria, which are the basis for the certification exam.
The Tivoli Certification item writers use these objectives to develop the questions that they write and which will appear on the exam.
It is recommended that you review these objectives. Do you know how to
complete the task in the objective? Do you know why that task needs to be done? Do you know what will happen if you do it incorrectly? If you are not familiar with a task, then go through the objective and perform that task in your own
environment. Read more information on the task. If there is an objective on a task there is about a 95% chance that you WILL see a question about it on the actual exam.
After you have reviewed the objectives and completed your own research, then take the assessment exam. While the assessment exam will not tell you which question you answered incorrectly, it will tell you how you did by section. This will give you a good indication as to whether you are ready to take the actual exam or if you need to further review the materials.
Note: This is the high-level list of objectives. As you review these objectives, click for a more detailed level of how to perform the task.
High-level Exam Objectives
Section 1 - System Setup and Configuration
1.1
Given IBM SmartCloud Control Desk (SCCD) has been installed and you have administrator rights, configure security groups so that users can have access to express or advanced Service Requests and Incidents views.
1.2
Given SCCD has been installed, describe the available workflow options included in service catalog so that service request approval and fulfillment process for a service request can be automated using workflows provided with the product.
1.3
Given that SCCD has been installed, customer should know about the available optional contents so that these can be used to assist the client to have their environment operational in a shorter period of time.
1.4
Given that SCCD is installed, understand how to use Automation Scripts application so that common tasks can be done without deploying Java files or restarting the server.
Section 2 - Work with Operational Data
2.1
Given a user has been authorization to access and use the self service center, explain the various parts and functionality of the self service center so that the user understands how the Self Service Center can be used to create/view many common requests/tasks.
2.2
Given administrator privileges for the Self Service Center, configure the Self Service Center so that the Self Service Center is configured and can be used by end users to create/view common requests/tasks.
2.3
Given full access to the Response Plan application and that job plan, actions, communication templates and ticket templates have been created, use the Response Plans application to complete the response plan details and select the proper Response Plan criteria so that the response plan is successfully created and can be applied to records of the related object.
2.4
Given full access to the Job Plans application, use the Job Plans application to create a new job plan by completing the required details and creating the necessary tasks so that a job plan has been created defining a set of activities that is required to be executed in order to fulfill a particular request or work item.
2.5
Given full access to the Service Groups application, use the Service Groups application to create a Service Group by completing the Service Group details and specifying the services for the group so that a service group is successfully created and can be applied to service requests, incidents, and problems.
2.6
Given full access to the SLAs application and actions and communication templates are created, use the SLAs application to create the SLA and to complete the SLA details and select the proper SLA criteria so that the SLA is successfully created and can be applied to records of the related object.
2.7
Given SCCD administrator privileges and access to the Survey Management application, use the Survey Management application to create and manage survey questions so that survey questions are created and can be used in a survey.
2.8
Given the survey questions and answer sets have been created, create a survey so that the survey is ready to be used by the ticket, Incident and Problem application allowing the customer to rate the quality of services that has been provided.
2.9
Given SCCD has been installed, understand the use of communication templates in Service Desk applications so that frequently used email communications in SCCD can be standardized.
Section 3 - Configure Service Desk
3.1
Given the customers need to understand the ticket types available in IBM Smart Cloud Control Desk (SCCD), explain the service request ticket type so that the customer understands when it is used and who can create the Service Request ticket type.
3.2
Given the need to understand the ticket types available in SCCD, explain the Incident ticket type so that the customer understands when it is used and who can create the Incident ticket type.
3.3
Given the customers need to understand the ticket types available in SCCD, explain the Problem ticket type so that the customer understands when it is used and who can create the Problem ticket type.
3.4
Given the customers need to understand solutions in SCCD, explain solution records and the Solution application so that the customer understands when it is used.
3.5
Given that the SCCD has been installed and the system has been set up, create a new Service request so that a user request or issue can be recorded, managed and tracked.
3.6
Given that the SCCD has been installed and the user has the appropriate privileges, create a new Incident so that an incident is recorded to capture information about an event that deviates from standard service or an event that might disrupt the quality of that service.
3.7 Given that the SCCD V7.5 has been installed and the system has been set up,
create a problem so that it can be managed and tracked.
3.8
Given that the SCCD V7.5 has been installed and the system has been set up, user is given the read and write access to Solution application, create solutions and assign an owner or owner group to a solution so that a solution can be associated with a service request, incident, or problem ticket.
3.9
Given that the SCCD V7.5 has been installed and the system has been set up, create a ticket template as per customer's requirements so that a ticket template has been created and can be applied to service requests, incidents, and problems.
3.10
Given that the SCCD V7.5 has been installed and the system has been set up, modify the priority matrix per customer's requirements so that the priority matrix values have been updated and is ready to be used in service requests,
incidents ,and problems.
3.11
Given that the SCCD has been installed and the system has been set up, configure the system properties and PmObjSearchCron cron task as per customer's
requirements so that Global Search has been enabled and users can search across service desk applications.
4.1
Given a customers need to understand the service catalog, describe the applications available in IBM SmartCloud Control Desk (SCCD) for service catalog and their capabilities so that an individual understands how the service catalog applications can be used.
4.2 Given the need to setup the service catalog, outline the prerequisite steps so that
once they are completed offerings and catalogs can be created.
4.3
Given an understanding of the Offerings application, describe the options to consider when creating offerings so that offerings can be configured to meet specific business requirements.
4.4
Given a customer‟s need to understand catalogs, describe the options to consider when creating catalogs using the Catalogs application so that they understand how they can be configured to meet specific business requirements.
4.5 Given that SCCD has been installed and the system setup, create a Cart Template
so that the cart can be saved and reused for future requests.
Section 5 - Integration
5.1 Given an understanding of integration options for service request management,
describe them and their key capabilities.
5.2
Given the need to take control of remote workstations or servers in order to analyze and solve problems, explain, install and configure Tivoli Remote Diagnostics
functionality so that service desk analysts can use Tivoli Remote Diagnostics to take control of remote workstations or servers.
Detailed Exam Objectives
Section 1 - System Setup and Configuration
1.1. Given IBM SmartCloud Control Desk (SCCD) has been installed and you have administrator rights, configure security groups so that users can have access to express or advanced Service Requests and
Incidents views.
SUBTASK(S):
Use this task to configure security groups to provide access to the express or advanced Service Requests and Incidents applications. Express applications provide a simplified, streamlined set of fields and specifications; Advanced applications contain more detailed options that are appropriate for expert users. To assign a security group to the simplified or expert view of the Service
Requests and Incidents applications, complete the following steps.
1.1.1. Go to the Security Groups application (Go To -> Security -> Security Groups).
1.1.2. In the Group field, type the first few letters of the security group that you want to work with, and press Enter. For example, type „sda‟ if you want to open a group that begins with those letters, such as SDADESKADMIN. After you press Enter, a list of all of the matching groups is displayed. 1.1.3. Click the name of the group that you want to work with to open that group. 1.1.4. On the Applications tab, locate the Service Requests application:
1.1.4.1. Open the filter in the Applications table.
1.1.4.2. In the Description field, type Service Requests and then press Enter.
1.1.5. Click Service Requests to display options for assigning access rights for this application.
1.1.6. Open the filter in the lower Options table. This table shows a list of
detailed application rights; it is below the top Options table, which lists the main application rights.
1.1.7. In the Description field, type show, and press Enter.
Notice that Show Desk Agent Expert View and Show Desk Agent Simplified View are listed in the table.
1.1.8. Check the box beside the View option that you want to assign to the security group.
Note: Ensure that the security group is not assigned to both views. When a group is assigned to both the expert and the simplified views, both versions of the application tabs are displayed. Checking only one of the options ensures that the duplicate tabs are not displayed.
1.1.9. Repeat the previous steps for each of the security groups that you want to assign to a simplified or expert view of the Service Requests application.
1.1.10. Repeat this procedure for the Incidents application.
1.1.11. Click Save icon to save your changes. The Save icon is grayed out if you have not made change.
1.2. Given SCCD has been installed, describe the available workflow options included in service catalog so that service request approval and fulfillment process for a service request can be automated using workflows provided with the product.
SUBTASK(S):
Service Catalog can be configured to initiate a workflow for each service request. The workflow specified drives the approval and fulfillment process for the request. The approval and fulfillment process varies depending on the workflow option selected. Service Catalog includes two configurable workflow options:
1.2.1. Default workflow
The Default Workflow provides a predefined set of steps for approving and fulfilling service requests. This workflow uses configuration data specified at the both the organization level and offering level.
1.2.2. Response Plan workflow
The Response Plan workflow implements the approval and fulfillment process for service requests by invoking the response plan engine. This workflow uses configuration data specified at both the Organizations and Offerings level.
1.3. Given that SCCD has been installed, customer should know about the available optional contents so that these can be used to assist the client to have their environment operational in a shorter period of time.
SUBTASK(S):
The following describes the optional content packages available with SCCD for Service Desk and Service Catalog.
1.3.1. Service Desk content
Service Desk content includes pre-defined artifacts and sample data that can be optionally installed with the Service Desk component.
1.3.1.1. Security group application authorization
1.3.1.2. Best practices content for Service Desk: The best practices
content provides additional content that you can use for ticket applications (Service Requests, Incidents, and Problems) included in the Service Desk module of SCCD.
1.3.1.3. Classification content for Service Desk
SmartCloud Control Desk provides a set of classifications for Service Desk that are included in the optional content.
This includes sample person groups, security groups, users, assets, organizations, and companies that are provided with the Service Desk module of SCCD.
1.3.2. Service Catalog content
Service Catalog content is a data package that can be installed optionally with Service Catalog. It includes predefined sample organization
information, users, reports, Key Performance Indicators (KPIs), offerings, catalogs, and services as well as update and migration tools.
1.4. Given that SCCD is installed, understand how to use Automation Scripts application so that common tasks can be done without deploying Java files or restarting the server.
SUBTASK(S):
Use the Automation Scripts application to create and configure scripts that
automate routine tasks, based on the events or attributes of a business object, or based on actions or custom conditions. You can create a script in any of the supported scripting languages, and execute the script without deploying Java files or restarting the server.
With the Automation Scripts application you can:
Implement common business application validations by using script code
that can be deployed immediately without the need for application server shutdown and restart.
Choose from one of two commonly used scripting languages - Jython or
JavaScript, and easily plug in additional JSR-223 compliant scripting languages and engines to suit development needs.
Use wizards guide you through configuring scripts that run based on
different launch points. The launch points include object events or attributes, actions, or custom conditions.
Declare variables for the script in the application instead of in the source
code. With variables, the code is simpler and easier to reuse in different launch contexts.
For a script to execute, you must specify:
A launch point that specifies the context for the script to run
Variables and corresponding binding values
Source code written in a supported scripting language
A launch point specifies the execution context for a script, for example when a business object is updated or a value is entered into a field. Four types of launch point are supported and the Automation Scripts application provides a separate wizard application for creating type of launch point. The four types of launch points are:
Action
Custom Condition
Attribute
You can specify the variables that determine how information is passed into or received from a script in the script creation wizard applications. This approach separates variables from the source code for the script, making it easier to reuse the code for different purposes.
You can write source code in an external application and import it into the Automation Scripts application, or you can enter code directly into the Source Code field in the wizard applications. The source code can be written in any scripting language that is supported by the following script engines:
Mozilla Rhino, version 1.6 release 2
Section 2 - Work with Operational Data
2.1. Given a user has been authorization to access and use the self service center, explain the various parts and functionality of the self service center so that the user understands how the Self Service Center can be used to create/view many common requests/tasks.
SUBTASK(S):
2.1.1. The Self Service Center is a single page application where self service users can submit service requests, view solutions, order offerings, view their assets, view news, and access their recent service requests. Typically a self service user is required to perform the following tasks: 2.1.1.1. Order from the Offering Catalog.
2.1.1.2. Search the knowledge base for frequently asked questions and solutions.
2.1.1.3. Report an issue.
2.1.1.4. View the status of previously-submitted requests. 2.1.1.5. View news bulletins.
2.1.1.6. View assets.
2.1.2. The Self Service Center guides the self service user through a series of common tasks, and aligns the creation, updating and tracking of Service Desk and Service Catalog service requests in a common manner. The Self Service Center has four parts:
2.1.2.1. The Navigator, where users can create and view service requests, order offerings, search for solutions, and view frequent requests. 2.1.2.2. A My News pod, similar to the Bulletin Board, that shows the latest
messages about critical problems and incidents, and information that is broadcast through the environment.
2.1.2.3. A My Requests pod that shows all service requests created for or by a user.
2.1.2.4. A My Assets pod that shows the status of assets for a user.
To open the Self Service Center, click Go To > Self Service > Self Service Center.
2.2. Given administrator privileges for the Self Service Center, configure the Self Service Center so that the Self Service Center is configured and can be used by end users to create/view common requests/tasks.
SUBTASK(S):
Many of the configuration updates related to the appearance of the Self Service Center require changes to the parameters stored in the Self Service Center properties file. This file is retrieved by the Self Service Center when it starts and is found on the administrative workstation at this location:
<drive>:\ibm\SMP\maximo\applications\maximo\maximouiweb\webmodule\webcli ent\javascript\com\ibm\ism\pmsc\dojo
If this copy of the file is modified, the maximo.ear file must then be rebuilt and redeployed. However, if preferred, the copy of the file that is stored on a J2EE server can also be modified. By doing this, changes made prior to final
deployment can be tested.
On an installed server with default installation values, the properties file can be found at this location:
<drive>:\Program
Files\IBM\WebSphere\AppServer\profiles\ctgAppSrv01\installedApps\ctgCell01\ MAXIMO.ear\maximouiweb.war\webclient\javascript\com\ibm\ism\pmsc\dojo\conf ig.properties
2.2.1. Configuring the navigator: 2.2.1.1. Add a task.
2.2.1.1.1. Edit the Self Service Center config.properties file. 2.2.1.1.2. Add a linkx statement that links to the feature you want
to open, where x indicates the order in which the tasks appear on the menu.
2.2.1.1.3. Save the file.
2.2.1.1.4. Optional: Modify the version of the file that is stored on your J2EE server so that you can test the changes prior to final deployment.
2.2.1.1.5. Rebuild and redeploy the maximo.ear file on the WebSphere® Application Server.
2.2.1.2. Remove a task.
2.2.1.2.1. Edit the Self Service Center config.properties file. 2.2.1.2.2. Locate the section that specifies the task you want to
remove.
2.2.1.2.3. Comment out the line for the task that you want to remove.
2.2.1.2.4. Save the file.
2.2.1.3. Hide the shopping cart and cart template icons.
Hide the shopping cart and cart template icons, self-service users must request each service that they need individually, rather than accumulating them into a cart for joint submission.
If the cart icon needs to be hided, set the hidecarticon parameter in the Self Service Center config.properties file to true. In the same manner, to hide the cart template icon, set the
hidecarttemplateicon parameter to true. 2.2.1.4. Change the name or description of a task.
The default names and descriptions of the three main tasks are specified in message keys. The "Label" keys contain the task names, and the "Desc" keys contain the task descriptions.
Message key names and default values
Key Default value
RequestsLabel Request a New Service
RequestsLabelDesc Open a request to acquire a new asset or service
HelpFixLabel Help me fix a problem
HelpFixDesc Search for a Solution to your
problem. Open a ticket to resolve the problem if a Solution is not found.
RecentsLabel Frequent requests
RecentsDesc Easy access to the services you
most often request
2.2.1.4.1. Create a message group and key in the
MAXMESSAGES table in the Maximo database. 2.2.1.4.1.1. Click Go To -> System Configuration ->
Platform Configuration -> Application Designer to open the Application Designer. 2.2.1.4.1.2. Choose the Messages action.
2.2.1.4.1.3. Create a new row and set the message group to srmsslabels.
2.2.1.4.1.4. Set the message key to the name of the key whose value you want to modify. For example, to change the name of the task "Request a New Service," use
RequestsLabel.
2.2.1.4.1.5. Set the value to the desired new string, such as "Request a service offering." 2.2.1.4.1.6. Set the display method to TEXT.
2.2.1.4.1.7. To change another value, repeat steps c. through f., specifying the key and the new value.
2.2.1.4.2. Update the Self Service Center config.properties file. 2.2.1.4.2.1. Uncomment the line msggroup =
srmsslabels.
2.2.1.4.2.2. Set the parameter getTopNodeStrings = true.
2.2.1.4.2.3. Save the file. See "Configuring the Self Service Center" for information about updating the config.properties file. Configuring the My Requests pod.
The My Requests pod can be configured by an administrator to add additional columns, change the default number of rows to display, or change the refresh rate.
By default the data displayed in the My Requests pod is refreshed every 60000 milliseconds. This rate can be changed by editing the RequestsAutoRefresh parameter in the config.properties file. By default the number of rows, or items, displayed in the My Requests pod is 15. The number of rows can be changed by modifying the MyRequestsGridRows parameter in the
config.properties file. The default number of rows works best at lower screen resolutions.
You can also configure the columns that appear in the table. This is done using the XML presentation definition.
Further configuration parameters are held in srmssctr.xml that are used to configure the types of service request that are retrieved from the server and the dialog that is used to display them. In general, these parameters are for advanced use and the default values should not be changed:
Table 1. Advanced configuration parameters
Parameter Default value Description
osname SRM_SR Object structure
name
filterdomain SRM_SRUSRLIST Filtering domain
name
ticket_object SR Ticket object to
display
viewdialog srmssviewsr Name of dialog
used to display the service requests
label My Requests Pod label
1. From the Go To menu click System Configuration -> Platform Configuration -> Application Designer.
2. In the Application field, type srmssctr.
3. Click the srmssctr application, and select Export the presentation XML. 4. Edit the srmssctr.xml file.
5. Add or modify the desired columns and attributes in the columns="" element of the following line: <requestspod
columns="ticketid,status,pmsccrid,statusdate,affectedperson" id="my_requests_pod" label="ServiceRequestsPod"/>
6. Import the saved srmssctr.xml file.
7. If any columns are added, the data used in those columns must not be excluded from the appropriate object structures.
a. Click Go To -> Integration -> Object Structures. b. Edit the SRM_SR object structure.
c. Click the Exclude/Include Fields Action.
d. Clear the check boxes by the names of the columns that you added so that the data is included.
2.2.2. Configuring ticket templates for Self Service Center.
Ticket templates can be used in the Self Service Center to allow users to quickly create a new request.
Checking the Self Service Access? check box will make this ticket template available to users in the Self Service Center. When the box is checked, a new section for the Self Service Center will become visible allowing additional configuration. The additional parameters control the following:
2.2.2.1. Service Desk Template? - This denotes which path the ticket template can be found. If the box is checked, users can navigate to this Ticket Template using the "Help Me Fix an Issue" link on the Self Service Center navigator. If the box is not checked, users can navigate to this Ticket Template using the "Request a New Service" link. Similar configuration can also be configured on Service Catalog Offerings.
2.2.2.2. Frequent Request? - When this box is checked, this Ticket Template will appear in the "System Wide Frequent Requests" folder in the Self Service Center for all users.
2.2.2.3. Show Attachments? - When this box is checked, the user will see the option to add an attachment to the new Service Request. If the box is not checked, the user will not have the option to specify an attachment.
2.2.2.4. Show Assets? - When this box is checked, the user will be able to associate an affected asset to the Service Request. If the box is not checked, the user will not be able to specify an affected asset. 2.2.2.5. Show Screen Capture? - When this box is checked, the user will
be able to use the Screen Capture applet to capture a their screen. This can be helpful in reporting issues.
In addition, an image can be attached to the ticket template using the "Add / Modify Image" action. The image will be shown in the Self Service Center Navigator as the user is browsing the list of Offerings and Ticket
Templates and can be used to provide visual information to an end user. If no image is specified, a default image will be used.
2.2.3. Configuring miscellaneous self service details.
Follow these steps to configure miscellaneous details of the appearance and behavior of the Self Service Center. In each case you are modifying parameters in the config.properties file.
2.2.3.1. Disable the tooltip help.
By default the Self Service Center provides tooltip help, which is displayed when the cursor hovers over an icon. If this function needs to be disabled, set the tooltip parameter to false. The tooltip help can also be turned off by using the Application Designer. Export the XML definition of the srmssctr application, set the value of the tooltip parameter to false, and re-import the XML.
2.2.3.2. Change the default number of Navigator entries requested When a user opens the Self Service Center the application retrieves the names and descriptions of a number of offerings. This data is cached to permit quicker responses as the user scrolls through the list. The default number of offerings is 500. If it is preferred to retrieve data for more or fewer offerings, the value of the SrmNavigatorMaxResults parameter must be changed.
2.3. Given full access to the Response Plan application and that job plan, actions, communication templates and ticket templates have been created, use the Response Plans application to complete the response plan details and select the proper Response Plan criteria so that the response plan is successfully created and can be applied to records of the related object.
SUBTASK(S):
A response plan ensures predictable and repeatable responses to similar work requests. You can apply a response plan to a ticket, work order, sales order, workflow, or escalation.
A response plan is selected based on conditions that match information about the ticket, work order, or sales order. If more than one response plan matches the conditions, the response plan is selected using its ranking value.
You can use an applied response plan to perform the following tasks: Assign the person or group that is responsible for handling the request. Assign the lead person to the work order.
Assign the supervisor to the work order or ticket. Assign the crew that is responsible for the work order.
Select the appropriate job plan or template to accomplish the requested work. Notify the appropriate individuals about the work in progress.
Specify the actions that are needed to resolve the issue. Assign a solution to be applied to the ticket.
Crossover domains can be used to copy values from the response plan to the work orders, tickets, or sales orders.
2.3.1 Log in to IBM SmartCloud Control Desk (SCCD). 2.3.2 Navigate to the Response Plans application.
2.3.3 In the Response Plans application, click New Response Plan on the toolbar.
2.3.4 Complete the Response Plan details:
2.3.4.1 Provide a Response Plan description. 2.3.4.2 Select a Response Plan Administrator.
2.3.4.3 Enter a ranking value for the response plan. If more than one response plan is applicable to a record, the ranking value is used to select a plan. A lower number in the Ranking field takes
precedence over a higher number.
2.3.4.4 Select the type of record that the response plan applies to. 2.3.5 Select the appropriate start, end, and review dates for the response plan. 2.3.6 In the Applies To Calendar section, specify the organization, calendar, and
shift for records to which you intend to apply the response plan. If you add values in these fields, they are used as part of the matching logic when selecting a response plan for a record. The response plan is applied only to records reported during this calendar and shift.
2.3.7 On the Conditions tab, select the additional Response Plan Criteria. 2.3.7.1 Classify the Response Plan.
2.3.7.2 Include Services and Service Groups for the Response Plan. 2.3.7.3 Create Conditions.
2.3.7.4 Specify additional Response Plan Criteria.
2.3.8 Enter the locations, assets and configuration items associated with the response plan.
2.3.9 On the Response Actions tab, select the response actions and notifications.
2.3.10 Save the response plan.
2.3.11 Change the response plan status to Active.
2.4. Given full access to the Job Plans application, use the Job Plans application to create a new job plan by completing the required details and creating the necessary tasks so that a job plan has been created defining a set of activities that is required to be executed in order to fulfill a particular request or work item.
SUBTASK(S):
2.4.1 Log in to SCCD.
2.4.2 Navigate to the Job Plans application.
2.4.3 In the Job Plans application, click New Job Plan. 2.4.4 Complete the Job Plan details
2.4.4.1 Select the template type
2.4.4.3 Classify the Job Plan.
2.4.4.4 Enter and select scheduling information for the Job Plan . 2.4.4.5 Enter Job Plan Class and Priority
2.4.4.6 Enter and select flow control details for the Job Plan.
2.4.5 Select optional Supervisor, Crew, Lead, Work Group, Owner and/or Owner Group to specify Job Plan Responsibilities.
2.4.6 Create Job Plan Tasks.
2.4.6.1 In the Job Plan Tasks table window, click New Row. 2.4.6.2 Optional: Specify whether the task is being used at the
organization or site level. The associated values are provided. 2.4.6.3 Specify or change the task identifier. To add tasks without
disrupting the order, number the task identifiers in increments of 10.
2.4.6.4 Provide a description of the task.
2.4.6.5 Specify the sequence in which the task is performed. 2.4.6.6 Select an optional nested job plan.
2.4.6.7 Specify a value for the meter.
2.4.6.8 Specify values for the owner, owner group and classification. 2.4.6.9 Specify the estimated duration in hours that is needed to complete
the task.
2.4.6.10 Select Predecessors and Predecessors Relationships for the Task.
The following relationships can be defined:
Relationship Description
Finish-to-finish
When the status of a predecessor changes to COMP (Complete), its successor changes to INPRG (In Progress). You can change the status of the successor. However, you can only change the status of the successor to COMP if the status of the predecessor is COMP or beyond.
Finish-to-start
When the status of a predecessor changes to COMP (Complete), its successor changes to INPRG (In Progress). The status of the successor cannot be changed to INPRG until the status of the predecessor is COMP. Start-to-finish When the status of a predecessor status
changes to INPRG (In Progress), the status of its successor changes to INPRG. You can change the status of the successor.
However, you can only change the status of the successor to COMP (Complete), if the status of the predecessor is INPRG or beyond.
Relationship Description
Start-to-start When the status of a predecessor status changes to INPRG (In Progress), the status of its successor changes to INPRG. The status of the successor cannot be changed to INPRG until the status of the predecessor is INPRG.
2.4.7 On the Labor sub tab, Materials sub tab, Services sub tab, Tools sub tab, and Licenses sub tab create a new row and complete the fields. Clicking New Row on these tabs, the Organization field and Site field become read-only.
2.4.8 On the Work Assets tab, create a new row to define the work assets to associate with safety plans.
2.4.9 Save the Job Plan. 2.4.10 Activate the Job Plan.
2.5. Given full access to the Service Groups application, use the Service Groups application to create a Service Group by completing the Service Group details and specifying the services for the group so that a service group is successfully created and can be applied to service requests, incidents, and problems.
SUBTASK(S):
The Service Groups application is used to define all services that are provided or procured. Create a service group for each type of service that is defined.
Tickets, work orders, and contracts can be grouped by service group or by individual service. SLAs can also be created for a service group or for a service group and service combination. Specific assets, asset types, or locations can also be associated with a service or service group.
The Service Group application is used to create services. When you create a service, the default type is the parent service group. The contact and contact group information is determined by the service group to the service.
2.5.1 Log in to SCCD.
2.5.2 Navigate to the Service Groups application.
2.5.3 In the Service Groups application, click New Service Group. 2.5.4 Specify a service group.
2.5.5 Specify the contact, the contact group, and the type of service. You can sort service groups by the type of service.
2.5.6 Create services for the group. 2.5.6.1 Click New Row.
2.5.6.3 Specify the contact, the contact group, and the type. 2.5.7 Associate asset types with the services and service group.
2.5.7.1 From the Select Action menu, select Associate Assets/Locations. 2.5.7.2 On the Asset Types tab in the Associate Assets and Locations
dialog box, click New Row and specify a value for the asset type. 2.5.7.3 Provide a description of the asset type.
2.5.7.4 Click OK.
2.5.8 Associate locations with the services and service group:
2.5.8.1 From the Select Action menu, select Associate Assets/Locations. 2.5.8.2 On the Assets and Locations tab in the Associate Assets and
Locations dialog box, click Select Locations.
2.5.8.3 In the Select Locations dialog box, select the locations that you want to associate with the services or service group, and click OK. 2.5.8.4 Click OK.
2.5.9 Save the Service Group.
2.6. Given full access to the SLAs application and actions and
communication templates are created, use the SLAs application to create the SLA and to complete the SLA details and select the proper SLA criteria so that the SLA is successfully created and can be
applied to records of the related object.
SUBTASK(S):
2.6.1. Log in to SCCD.
2.6.2. Navigate to the SLAs application. 2.6.3. Create a new SLA.
2.6.4. On the SLA page enter SLA Information. 2.6.4.1. Enter a description for the SLA.
2.6.4.2. Select the Object to which the SLA applies. 2.6.4.3. Select the SLA Type (Offering).
2.6.4.4. Enable/disable SLA Hold 2.6.5. Define SLA details.
2.6.5.1. Set a Ranking for the SLA. 2.6.5.2. Select SLA Administrator.
2.6.5.3. Select Vendor and Customer/Vendor Contact. 2.6.6. Set SLA dates.
2.6.7. Select a Ticket Organization/Site the SLA applies to. 2.6.8. Select SLA Calendars.
2.6.8.1. Select the Organization and Calendar the SLA applies to. 2.6.8.2. Select the Organization and Calendar for Target Calculations. 2.6.8.3. Specify your first, second, and third choice calendars to use for
calculating target values 2.6.9. Select Commitments.
2.6.10. Define an escalation with Escalation Points for the Commitments. 2.6.10.1. Enter escalation details.
2.6.10.3. Enter/build an optional condition for the Escalation. 2.6.10.4. Select a schedule.
2.6.11. Define Escalation Points.
2.6.11.1. Select an Elapsed Time Attribute.
2.6.11.2. Enter/Build an Escalation Point Condition. 2.6.11.3. Enter an Elapsed Time Interval.
2.6.11.4. Select Interval Unit of Measure. 2.6.11.5. Check repeat.
2.6.12. Define Actions.
2.6.12.1. Select an optional Action Group.
2.6.12.2. Select actions to associate with the Escalation. 2.6.13. Create notifications for the Escalation.
2.6.13.1. Select a Communication Template. 2.6.13.2. Select Roles/Recipients
2.6.14. Validate Escalation. 2.6.15. Activate Escalation.
2.6.16. On the Related SLAs page select the SLAs, the new SLA will support and/or select the SLAs that will support the new SLA.
2.6.17. On the Conditions page, create/select additional SLA criteria. 2.6.17.1. Classify the SLA
2.6.17.2. Include Services and Service Groups for the SLA 2.6.17.3. Create Conditions
2.6.17.4. Specify additional SLA Criteria
2.6.18. On the Assets, Locations and/or Configuration Item page select the Assets, Locations, Configuration Item and/or Asset Type for which the SLA is to be used, in case the object selected is a ticket, work order, asset or location.
2.6.19. On the KPIs page create and/or select the KPIs related to the SLA. 2.6.20. Associate optional Contracts and/or Customers for the SLA
2.6.21. Save the SLA. 2.6.22. Activate the SLA.
2.7. Given SCCD administrator privileges and access to the Survey Management application, use the Survey Management application to create and manage survey questions so that survey questions are created and can be used in a survey.
SUBTASK(S):
2.7.1. Open the Questions application (Go To -> Administration -> Survey Management -> Questions).
2.7.2. Click New Question..
2.7.3. On the Question tab, type your question in the Question field. 2.7.4. Select a Type (CHECKBOX, FREEFORM, or RADIO).
2.7.5. Under Answers, specify an answer by clicking New Row. An answer is not required if Type is FREEFORM.
The Weight field is used in the calculations for Survey reports (produced later, once all users have responded to a survey). The Weight is specified as a number which indicates a weight for that answer. For example, you can use the numbers 1-5 for the weight, where 1 is a very important answer, 2 is important, 3 is some what important, 4 is less important, and 5 is not important. Then, based on this value, the Survey Report can calculate, from all the answers that users submitted, to know how many users answered the important questions or how many chose other questions.
Type the desired order of appearance in the Order field.
To add additional answers, click New Row and complete Answer, Weight, and Order until finished with answers for this question.
1. Click Save Question when finished specifying a questions and answers.
2. To create additional questions, go to step 2.
2.8. Given the survey questions and answer sets have been created, create a survey so that the survey is ready to be used by the ticket, Incident and Problem application allowing the customer to rate the quality of services that has been provided.
SUBTASK(S):
2.8.1. Open the Surveys application (Go To -> Administration -> Survey Management -> Surveys).
2.8.2. Click New Survey.
2.8.3. Complete the Survey (enter the name of the survey) and Applies To fields. 2.8.4. Optionally, you can specify a Template ID to use predefined values for this
survey.
2.8.5. Under Select Question for this Survey, select a Question ID, or click a check box for each question to add, and click OK.
2.8.6. Optionally, under Escalation, you can specify an escalation by clicking New Row, entering a Description, and clicking Create Escalation. This will create a new escalation and a detailed message displays what was done. The Escalation ID will display in the Escalation field. Click the Escalation Detail Menu and click Go To Escalations to define the escalation for this survey. (Note that the Go To Escalations option is not available until you create the escalation.)
2.8.7. Click Save Survey when finished adding questions.
2.8.8. You can see what the survey looks like by clicking the Survey Preview tab. When finished, click the Survey tab.
2.8.9. You might notice at the bottom of the preview, that there is no Company Name and Address information. You can add this information by
2.8.9.1. For a tracked survey:
2.8.9.1.1. To change the Company Name, Address 1, Address 2, and City, State, ZipCode in the Survey application, complete the following steps:
2.8.9.1.1.1. Open Application Designer (Go To -> System configuration -> Platform Configuration -> Application Designer). 2.8.9.1.1.2. Search for the 'SURVEYMA' application -
enter 'SURVEYMA' in the Application field and press Enter.
2.8.9.1.1.3. Click the SURVEYMA application. 2.8.9.1.1.4. Click the Survey Preview tab.
2.8.9.1.1.5. Scroll to bottom section and you will see text for Your Company Name , Your
Address 1, Your Address 2, and Your City, State, ZipCode.
2.8.9.1.1.6. Select a line to edit, click Control
Properties, enter your data into the dialog Label field, and save. Repeat for each line you want to change.
2.8.9.1.1.7. Click Save Application Definition.
2.8.9.1.2. To change the Company Name, Address 1, Address 2, and City, State, ZipCode in the Survey Request
application, complete the following steps:
2.8.9.1.2.1. Open Application Designer (Go To -> System configuration -> Platform Configuration -> Application Designer). 2.8.9.1.2.2. Search for the 'SURVEYREQ' application
- enter 'SURVEYREQ' in the Application field and press Enter.
2.8.9.1.2.3. Click the SURVEYREQ application. 2.8.9.1.2.4. Click Survey Request tab.
2.8.9.1.2.5. Scroll to bottom section and you will see text for Your Company Name , Your
Address 1, Your Address 2, and Your City, State, ZipCode.
2.8.9.1.2.6. Select a line to edit, click Control
Properties, enter your data into the dialog Label field, and save. Repeat for each line you want to change.
2.8.9.1.2.7. Click Save Application Definition.
2.8.9.1.3. To test your changes, go to the Surveys application and open the survey you want to send and click the Survey Preview tab. You will see your changes at bottom. 2.8.9.2. For an untracked survey:
2.8.9.2.1. Go to your production or test server and find the following file. In WebSphere, it will be similar to: C:\Program
Files\IBM\WebSphere\AppServer\profiles\ctgAppSrv01\i nstalledApps\ctgCell01\MAXIMO.ear\maximouiweb.war \webclient\survey
2.8.9.2.2. Navigate to the maximouiweb directory. 2.8.9.2.3. Search for the jspsurvey.jsp file (it is located
under ..\maximouiweb\webmodule\webclient\survey\) 2.8.9.2.4. Open jspsurvey.jsp in a text editor and search for the
string 'Your Company' or 'company'.
2.8.9.2.5. Replace your company name and other information in the respective line.
2.8.9.2.6. Save the file and you will see the changes in untracked survey.
Note: There is no need of stop/start application server. To test your
changes, go to the Surveys application and open the survey you want to send and click Select Action -> UnTracked Survey Preview
Note: You can continue to modify a survey only while it is in DRAFT status.
Once the survey status is ACTIVE, you can‟t modify the survey anymore.
2.9. Given SCCD has been installed, understand the use of communication templates in Service Desk applications so that frequently used email communications in SCCD can be standardized.
SUBTASK(S):
You can use communication templates to create and send email messages from the Service Desk applications. These applications include the Service Requests application, the Incidents application, and the Problems application.
When you create communication templates for the service desk applications, you ensure that communications with service desk customers contain standardized information
You use the Communication Templates application to create and manage communication templates. These templates can be used to standardize
frequently used email communications (which are also known as notifications). 2.9.1. You can use communication templates in the following ways:
2.9.1.1. You can add file attachments or document folders to
communication templates. When an email communication is sent, the attachments are included in the email communication, either in a folder or in an attachment.
2.9.1.2. You can use communication templates with the escalation process.
For example, when a service desk agent does not complete assignments within six hours, you can create an escalation
configuration that uses communication templates. The assignment is escalated to the supervisor, and the supervisor receives an email communication.
2.9.1.3. Service desk agents can create and send email communications from the ticket applications (the Service Requests application, the Incidents application, and the Problems application). These email communications are sent by using standardized information from communication templates. The recipients of the email
communications can respond. The service desk agents can view the two-way dialog in the communication log in the ticket
applications. 2.9.2. Procedure
2.9.2.1. In the Communication Templates application, click New
Communication Template. A new communication template opens with an inactive status.
2.9.2.2. Optional: If the Template field is blank, provide a name or identifier. 2.9.2.3. Type a description.
2.9.2.4. In the Applies To field, specify a value.
2.9.2.5. In the Accessible From field, specify from where users can access the template:
Option Description
ALL For the template to be available:
From the Create Communication action in other applications
For use with workflow and escalation processes
APPS For the template to be available from the Create Communication action in other applications, with the exception of the Escalations application and the Workflow application
ESCALATION For the template to be available only with the escalation function WORKFLOW For the template to be available only with the workflow function
2.9.2.6. Optional: Create an entry in the communication log and attach files to the communication template.
2.9.2.7. Complete the following details for the communication template: 2.9.2.7.1. Specify the email address from which the
communication template is sent.
2.9.2.7.2. Optional: If the recipient must reply to an email address other than the address of the sender, provide an email address in the Reply to field.
2.9.2.7.3. In the Subject field and Message field, specify substitution variables.
2.9.2.7.4. Optional: Add a recipient on the Recipients tab. If you are creating a communication template for a workflow or escalation process, you must add at least one recipient.
Section 3 - Configure Service Desk
3.1. Given the customers need to understand the ticket types available in IBM Smart Cloud Control Desk (SCCD), explain the service request ticket type so that the customer understands when it is used and who can create the Service Request ticket type.
SUBTASK(S):
3.1.1. Service Request is created to capture and resolve requests from
customers or requestors. The request can be to resolve an issue, obtain a new service, obtain information or change a current service.
3.1.2. Either a service desk agent or a customer can create a service request. 3.1.3. A service request can be created from a request for an offering that is
submitted through the Service Catalog.
3.1.4. Use the Service Request tab in the Service Requests application to create, modify, view and delete service request records. Enter such information as reported and affected users, owner or owner group, affected assets and locations, target and actual work dates, and other details about the service request. You can also classify the service request to enhance solution searching and reporting.
3.1.5. Use the Related Records tab to create, view, or navigate relationships among service requests, incidents, problems, and other records.
3.1.6. Use the Log Tab to create, view, edit, and delete work log entries, and to view communication log entries.
3.1.7. Use the Activities tab to create, delegate, and track activity work orders for a ticket (incident, problem, or service request) and to report actual labor time spent resolving the ticket and its activities.
3.1.8. Use the Solution Details tab to search for and attach an existing solution from the solution catalog or to view solution information that has already been added to the ticket.
3.1.9. Use the Tried Solutions tab to view the history of all the solutions that have been applied to a ticket.
3.1.10. Use the Specifications tab to classify (or reclassify) a service request and specify attributes to define it further.
3.2. Given the need to understand the ticket types available in SCCD, explain the Incident ticket type so that the customer understands when it is used and who can create the Incident ticket type.
SUBTASK(S):
3.2.1. An Incident is created to capture any event that is not part of the standard operation of a service and that causes or might cause an interruption to or reduction in the quality of service.
3.2.2. Sources of incidents include Users, Operations ,and Network/System management tools.
3.2.3. The goal of incident management is to restore normal service operation as quickly as possible.
3.2.4. Use the Incident tab in the Incidents application to create, modify, view, delete, and resolve incident records. Enter such information as reported and affected users, owner or owner group, details about the incident, affected assets and locations, and target and actual work dates. You can also classify the incident to enhance solution searching and reporting. Flag an incident as a global issue if it affects many users or locations.
3.2.5. Use the Activities tab to create, delegate, and track activity work orders for an Incident ticket and to report actual labor time spent on resolution. 3.2.6. Use the Related Records tab to create, view, or navigate relationships
among service requests, incidents, problems and other records.
3.2.7. Use the Solution Details tab to search for and attach an existing solution from the solution catalog or to view solution information that has already been added to the Incident.
3.2.8. Use the Tried Solutions tab to view the history of all the solutions that have been applied to an Incident.
3.2.9. Use the Log Tab to create, view, edit, and delete work log entries, and to view communication log entries.
3.2.10. Use the Failure Reporting tab to view and record failure information for assets and locations.
3.2.11. Use the Specifications tab to classify (or reclassify) an Incident and specify attributes to define it further.
3.2.12. Use the Automation tab in the Incidents application to collect information about the incident being experienced, by running workflows to help analyze and resolve the incident.
3.3. Given the customers need to understand the ticket types available in SCCD, explain the Problem ticket type so that the customer
understands when it is used and who can create the Problem ticket type.
SUBTASK(S):
3.3.1. A problem record is created to capture an unknown, underlying cause of one or more incidents.
3.3.2. The goal of problem management is to minimize the adverse effect on the business of incidents and problems by identifying errors in infrastructure, and to proactively prevent the occurrence of incidents, problems and errors.
3.3.3. Use the Problem tab in the Problems application to create, modify, view, or delete information for the problem. Enter details about users, owners, assets and locations, and work dates. You can also classify the problem to enhance solution searching and reporting.
3.3.4. Use the Activities tab to create, delegate, and track activity work orders for a Problem and to report actual labor time spent on resolution.
3.3.5. Use the Related Records tab to create, view, or navigate relationships among service requests, incidents, problems and other records.
3.3.6. Use the Solution Details tab to search for and attach an existing solution from the solution catalog or to view solution information that has already been added to the Problem.
3.3.7. Use the Tried Solutions tab to view the history of all the solutions that have been applied to a Problem.
3.3.8. Use the Log Tab to create, view, edit, and delete work log entries, and to view communication log entries.
3.3.9. Use the Failure Reporting tab to view and record failure information for assets and locations.
3.3.10. Use the Specifications tab to classify (or reclassify) a Problem and specify attributes to define it further.
3.4. Given the customers need to understand solutions in SCCD, explain solution records and the Solution application so that the customer understands when it is used.
SUBTASK(S):
3.4.1. A solution is a predefined response to a commonly asked question or solution. A solution record defines a symptom, a cause, and a resolution. Use the Solutions application to create and manage solution records within a service desk environment.
3.4.2. Solution records can also be associated with a service request, incident, or Solution ticket. A solution must have an ACTIVE status to make it accessible from other applications.
3.4.3. When you create a solution, you can specify whether the solution record is available to customers from the Search Solutions application and the Self Service Center application by selecting the Self Service Access? option. 3.4.4. Associate one or more keywords with a solution. Users can filter or search
for solutions by keyword. Before you can associate keywords with a
particular solution, the keywords must exist in the keywords database. You can use the Solutions application to add keywords to the database.
3.4.5. By assigning an Owner or Owner Group to a solution you can create reports and queries to display solutions owned by a particular owner or group, and to add roles on solution level.
3.4.6. Solution records can be created from the Solutions, Incidents, and Problems applications.
3.4.7. By classifying solution records you can relate solutions that resolve similar issues. Users can search for solution records by classification.
3.4.8. By assigning a type to solution records users can narrow their search by filtering the list of solution records by type.
3.4.9. By associating one or more keywords with a solution users can filter or search for solutions by keyword. Before you can associate keywords with a particular solution, the keywords must exist in the keywords database. You can use the Solutions application to add keywords to the database.
3.5. Given that the SCCD has been installed and the system has been set up, create a new Service request so that a user request or issue can be recorded, managed and tracked.
SUBTASK(S):
3.5.1. In the Service Requests application, on the toolbar, click New Service Request.
3.5.2. In the User Information section, the Service Request number will be
automatically filled. This is the only information required to create a service request record.
3.5.3. The following information can be captured in optional fields:
3.5.3.1. Use the Source field in a ticket record to indicate how an issue was reported. For example, you can indicate whether the issue was reported by phone, email, instant messaging, through an external application, or some other method.
3.5.3.2. In the Affected Person field, select the person who is affected by the service request. Once selected the Name, Phone and E-mail fields will be automatically filled with information from their
personal record, if it exists.
3.5.3.3. Classify the service request by making a valid selection in the
Classification field.
3.5.3.4. Enter a description in the Summary field. Enter additional information, in the Details field.
3.5.3.5. In the Reported Priority field, select a number that represents the impact. The choices are 1 (Critical), 2 (High), 3 (Medium), 4 (Low), and 5 (Planning).
3.5.3.6. In the Common Requests field, select the service request type. The service request type selected may include associated summary information in the template and will populate the
Summary field with this information.
3.5.3.7. Specify the primary affected asset, location, and configuration item (CI) in the Details section of the record. Specify additional assets, locations, and CIs in the Multiple Assets, Locations, and CIs section. Choose Select Value from the Detail Menu next to a field in order to look up asset, location, or CI values. When
relationships exist between assets, locations, and CIs, the related fields are automatically populated when you enter information in any one of the fields. For example, when you enter an asset identifier in the Asset field, the related location and CI identifiers, if any, are automatically entered in the Location and Configuration Item fields.
3.5.3.8. Click Submit Now to save the service request record. The system creates a service request record and, by default, automatically sends a communication to the Reported By and Affected Person users, notifying them that the new record has been created.
3.5.3.9. Any optional fields for the service request record can be input at this time, or updated at a later time.
3.5.4. A wervice request can be also created by duplicating an existing request by choosing Duplicate Service Request from the Select Action menu from within the original Service Request. Information from the original service request will be copied over to the new record and can be edited as required.
3.5.5. A template contains data that you can automatically insert in common, high-volume service requests to consistently populate information such as owner, service group and service, classification, and internal priority. Only one template can be applied per Service Request. To apply a template to a service request:
3.5.5.1. In the Service Requests application, display the record to which you want to apply a template.
3.5.5.2. Select the Apply Service Request Template action, or from the Toolbar, click Apply Service Request Template.
3.5.5.3. In the Ticket Templates dialog box, select the template you want to apply and click OK. The system displays a message confirming the application of a template.
3.5.6. SLA: If a SLA applies to this ticket, select one of the SLA actions.
3.6. Given that the SCCD has been installed and the user has the appropriate privileges, create a new Incident so that an incident is recorded to capture information about an event that deviates from standard service or an event that might disrupt the quality of that service.
SUBTASK(S):
3.6.1. In the Incidents application, on the toolbar, click New Incident.
3.6.2. In the User Information section, the Incident number will be automatically filled. This is the only information required to create a Incident record. 3.6.3. The following information can be captured in optional fields:
3.6.3.1. Use the Source field in a ticket record to indicate how an issue was reported. For example, you can indicate whether the issue was reported by phone, email, instant messaging, through an external application, or some other method.
3.6.3.2. In the Affected Person field, select the person who is affected by the Incident. Once selected the Name, Phone and E-mail fields will be automatically filled with information from their personal record, if it exists.
3.6.3.3. Classify the Incident by making a valid selection in the
Classification field.
3.6.3.4. Enter a description in the Summary field. Enter additional information, in the Details field.
3.6.3.5. In the Reported Priority field, select a number that represents the impact. The choices are 1 (Critical), 2 (High), 3 (Medium), 4 (Low), and 5 (Planning).
3.6.3.6. In the Common Requests field, select the Incident type. The Incident type selected may include associated summary
information in the template and will populate the Summary field with this information.
3.6.3.7. Specify the primary affected asset, location, and CI in the Details section of the Incident. Specify additional assets, locations, and CIs in the Multiple Assets, Locations, and CIs section. Choose Select Value from the Detail Menu next to a field in order to look up asset, location, or CI values. When relationships exist between assets, locations, and CIs, the related fields are automatically populated when you enter information in any one of the fields. For example, when you enter an asset identifier in the Asset field, the related location and CI identifiers, if any, are automatically entered in the Location and Configuration Item fields.
3.6.3.8. Click Submit Now to save the Incident record. The system creates an Incident record and, by default, automatically sends a communication to the Reported By and Affected Person users, notifying them that the new record has been created.
3.6.3.9. Any optional fields for the Incident record can be input at this time, or updated at a later time.
3.6.4. An Incident can be also created by duplicating an existing request by choosing Duplicate Incident from the Select Action menu from within the original Incident. Information from the original Incident will be copied over to the new record and can be edited as required.
3.6.5. A template contains data that you can automatically insert in common, high-volume Incidents to consistently populate information such as owner, service group and service, classification, and internal priority. Only one template can be applied per Incident. To apply a template to a Incident: 3.6.5.1. In the Incidents application, display the record to which you want
to apply a template.
3.6.5.2. Select the Apply Incident Template action, or from the Toolbar, click Apply Incident Template.
3.6.5.3. In the Ticket Templates dialog box, select the template you want to apply and click OK. The system displays a message confirming the application of a template.
3.6.6. SLAs: If a SLA applies to this ticket, select one of the SLA actions.
3.7. Given that the SCCD V7.5 has been installed and the system has been set up, create a problem so that it can be managed and tracked.
SUBTASK(S):
3.7.1. Create a problem:
3.7.1.2. Determine whether you can apply a template to enter data for many fields quickly. After applying the template, enter or modify data in fields as needed.
3.7.1.3. In the User Information section, enter information to identify the user who reported the problem and the person who is affected by the problem.
3.7.1.3.1. When you enter or select information for any of the user fields, the other fields are automatically filled with
information from the person record if it exists. For example, if you enter a valid phone number for the person reporting the incident, the system fills in the corresponding user name (in the Reported By field), full name, and email address.
3.7.1.3.2. After you enter information in the Reported By fields, all of the Affected Person fields are filled with the same information. You can change the Affected
Person information if the affected person is different
from the Reported By user.
3.7.1.3.3. After you enter information in the Affected Person fields, the Asset Site field is filled with the site listed in the person record of the affected user.
3.7.1.4. In the Problem Details section, enter a description in the Summary field. To enter additional information, click Long Description. 3.7.1.5. Classify the problem.
3.7.1.6. Assign an internal priority to the record based on impact and urgency.
The priority assigned to a record by the service desk analyst is called the internal priority. The internal priority is determined by the impact that the issue described in this record has on the business, and the urgency with which the issue must be resolved. Complete the following steps to assign an internal priority based on impact and urgency:
3.7.1.6.1. In the Impact field, enter a number that represents the impact. The choices are 1 (Critical), 2 (High), 3
(Medium), 4 (Low), and 5 (Planning).
3.7.1.6.2. In the Urgency field, enter a number that represents the urgency. The choices are the same as those for the impact.
3.7.1.6.3. Press the Tab key. The Internal Priority field (a read-only field) is automatically filled based on the values that you specified for impact and urgency.
Note: The value displayed in the Internal Priority field is
determined according to the priority matrix, which is defined in the Priority Matrix application. A priority matrix specifies internal priorities for given combinations of impact and urgency. See the Ticket Priorities topic for more information.
3.7.1.7. Fill in the remaining required fields indicated with Asterisks . Enter information in other fields as needed.
3.7.1.8. Click Save Problem. The system creates a problem record and, by default, automatically sends a communication to the Reported By and Affected Person users, notifying them that the new record has been created.
3.7.2. B. Apply a template to a problem:
3.7.2.1. In the Problems application, display the record to which you want to apply a template.
3.7.2.2. Select the Apply Problem Template action, or from the Toolbar, click Apply Problem Template. The system searches for all active templates for problem records. In certain circumstances, the result set is filtered.
3.7.2.3. In the Ticket Templates dialog box, select the template you want to apply and click OK . The system displays a message confirming the application of a template.
Note: If a template contains activities and/or job plans, the system
creates an activity work order for each activity on the template and potentially creates an activity work order for each job plan on the template. Addition of activities for job plans is site-dependent. Activities created from job plans include creation of associated labor, materials, services and tools from the job plan.
3.7.2.4. The template can add the following information, but you can modify it.
Summary and Details fields : Priority, Owner, or Owner Group,
Service Group or Service, Classification, Vendor, and Organization.
Activities fields: Activity, Sequence, Job Plan, Site, Organization,
Description, Owner or Owner Group, Priority, Vendor, and Classification.
3.7.3. Classify a problem:
3.7.3.1. In the Problems application, display the record you want to classify. 3.7.3.2. Use one of the following methods to classify the record:
3.7.3.2.1. Select a classification record from a classification hierarchy.
3.7.3.2.1.1. Click Detail Menu next to the Classification Path field and select Classify.
A hierarchical tree of classification records is displayed. Each record has an
identification number and a description. You can also enable Classify to have the
classifier suggest a classification for the ticket. SmartCloud Control Desk analyzes historical ticket information to provide a prediction of the classification for newly
