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Aditya Birla Management Corporate Ltd.CHAPTER – 5: - BUILDING DATABASE RULES FOR SERVICE CALLS
From the Service Desk Client, Start ->Programs-> HP Openview Service Desk 4.5->Client->start client
Select Tools -> system
Select Business Logic and Database rules
Select Database Rules
Select Service Calls and Right click in the database rules window and select new rule Press Next Select the Field as Status not closed and create a condition (for Ex. 1Hr after the call has been assigned) and Press OK
Press Next Create an Action by selecting the action button and select send mail
Assign a name to the action and select appropriate email –Id’s and the message which needs to be sent when the earlier condition meets. Press Next
Specify a name for the rule and finish and close the rule.
CHAPTER – 6: - INSTALLING SERVICE DESK ON CLIENT’S PC & CREATING VIEWS FOR DIFFERENT VENDORS
INSTALLING CLIENT ON PC’S
The Welcome Screen…
Click on INSTALL SERVICE DESK Click on CLIENT MENU
Click on INSTALL VM FOR NT/98/XP à YES if it is not installed
Now click on INSTALL CLIENT
Click on NEXT
Click on NEXT à NEXT
Click on INSTALL And then FINISH. REPORT AND VIEWS FOR DIFFERENT VENDORS. CREATING REPORT AND VIEWS Go on main menu of service desk click on Service Desk à Service Call à ADVANCED FIND and then particular format.
1) OPEN SERVICE CALLS BY WORKGROUP
TABULAR FORMAT:
GRAPHICAL FORMAT:
OPEN SERVICE CALLS BY CALLER
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