Configuring the product
This section contains information about configuring the product to work in your environment. There are some steps you must take immediately after installing the product, and others that are optional or can be performed later.
- Project Configure guide
You can use the Project Configure work book to guide you as you configure the product. - Quickly configuring your environment
You can use the Quick Configuration application to perform a quick configuration of your environment as you are getting started with the product. You can create currency codes, configure organizations and sites, configure Service Catalog content, and create work types. - Importing data using the Quick Configuration application
You can enter users, assets, and configuration items (CIs) into the product using the Quick Configuration application. - Configuring search indexing
You can configure the PmObjSearchCron cron task to run at any desired schedule or time interval. You can configure this cron task in the Cron Task Setup application. - Configuring search functions for clusters
You can enable the search functions for use in clusters by changing a setting in the System Properties application. - Managing the loading of graphics applets
When users start any of several frequently used applications, applets are loaded to enable the user to view graphical Workplan Maps, configuration item (CI) topologies, or both. These processing-intensive applets can cause the applications to load slowly, particularly with multiple simultaneous users. You can take a number of steps to resolve this problem for your users. - Enabling or disabling new record dialogs for Changes, Incidents, and Service Requests
In the Changes, Incidents, and Service Requests applications, a popup dialog enables users to quickly enter basic information when creating a new change, incident, or service request, and submit the new record. You can configure your environment to display or not display this dialog for each application. - Enabling the Tried Solutions tab
Follow these steps to enable the use of the Tried Solutions tab in any of the ticket applications. - Configuring a connection to TADDM
If you did not provide parameters for a connection to Tivoli® Application Dependency Discovery Manager (TADDM) during installation or upgrade, you can add them later. - Configuring the icon shown in the application header
The Incidents, Service Requests, Problems, Changes and Releases applications display an icon at the top of their main page to give a quick indication of the type of record. The icon shown is either the icon assigned to that application or the icon associated with the classification used on that record. You can assign icons to commonly used classifications so that when you open a record you can quickly identify its type. - Taking ownership of multiple tickets
The owner of a record is the person or person group that is in charge of the record from an administrative perspective. You can take ownership of several incidents, problems, or service requests at once. - Configuring multiple-customer capabilities
To effectively use Control Desk to provide service to multiple customers, you perform a series of basic configuration procedures. The procedures that you perform depend on the specific needs of your enterprise. Configuration procedures include capturing customer information and associating people, locations, and configuration items (CIs) with customers; defining customers objects that specify access to customer-level information; and configuring security to strictly control access to customer data. - Managing customer processes
After you perform the setup procedures to define customers and specify locations, CIs, and security settings, you can begin to provide services to your customers. Each customer job requires a customer agreement. Response plans enable you to ensure that similar work is performed in a repeatable and consistent way. After each job is completed, you can set up billing against the associated customer agreement. Associating an agreement with a work order allows the prices to be calculated and allows the completed work to be brought into a billing batch. - Tracking customer usage of services
You can use the Configuration Items application to track which customers are using a particular service that you offer, or which services a particular customer is using. - Hiding the CI Link Results (SP) application
The Service Provider edition of this product lists two CI Link Results applications in the Go To menu: CI Link Results, and CI Link Results (SP). The CI Link Results application is the version that should be used. Use this task to hide the (SP) version of the application. - Working with Web services
If you have a third-party request system and want to use Web services for process requests, you can integrate using Web requests. This section includes topics that explain how to create and test Web services. - Configuring for regulatory compliance
You can use electronic signature authentication and electronic audit to specify functions in applications that are tracked for auditing purposes. Users must provide their credentials to change records and also must provide a reason for changing the records. - Content Installer application overview
The Content Installer application provides a way to view optional content that is compatible with the products that you installed and to import content packages from the Integrated Service Management (ISM) Library into your environment. - Configuring and managing service addresses
An administrator can create, configure, and manage service addresses that are associated with work orders, assets, CIs, and locations. Service addresses enable you to use the mapping functionality that is provided with this product and to easily locate objects that you are managing in the data center. - Configuring and managing maps
An administrator performs a set of operations to configure mapping for all of your sites and to customize the retrieval and display of maps. You can create maps that show the location of and routes between work order processes, configuration items (CIs), assets, locations, and more. Mapping is available in a wide variety of product applications.