1. Tivoli Software © 2007 IBM Corporation IBM Tivoli Service Request Manager 7.2 Suryanarayana Maximo Developer at IBM India Private Limited

2. © 2007 IBM Corporation Tivoli Software 2 TSRM 7.2 Topics  Tasks Related to SRM End User  Tasks Related to Helpdesk / Resolver Team

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

4. © 2007 IBM Corporation Tivoli Software 4 Topics  How to Log into the Application  Start Center Overview  How to create a Service Request Ticket  How to View / Search a Service Request Ticket  How to View / Search Solutions

5. © 2007 IBM Corporation Tivoli Software Login to TSRM 5 Enter http://test/maximo in browser URL and give user credentialshttp://test/maximo

6. © 2007 IBM Corporation Tivoli Software Start Centre Overview 6 Go To Menu Shortcuts Bulletin Board

7. © 2007 IBM Corporation Tivoli Software How to Create a Ticket 7 Click Go to  Service Requests  Create Service Request

8. © 2007 IBM Corporation Tivoli Software 8 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

9. © 2007 IBM Corporation Tivoli Software 9 Once a ticket is submitted you will receive a conformation popup with ticket number

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

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

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

13. © 2007 IBM Corporation Tivoli Software 13 Fill all the relevant details and click find

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

15. © 2007 IBM Corporation Tivoli Software 15 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

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

17. © 2007 IBM Corporation Tivoli Software 17 Click on New Service Request Icon Fill Following Mandatory Fields  Source  Owner Group  Reported By  Reported By Phone Number  Affected Person  Summary  Class Description  Reported Date  Affected Date

18. © 2007 IBM Corporation Tivoli Software 18

19. © 2007 IBM Corporation Tivoli Software How to Transfer a Ticket (Assigning an Owner Group) 19 Click Owner Group Lookup a popup will come and Select the Affected Owner Group

20. © 2007 IBM Corporation Tivoli Software How to Take Ownership of a ticket 20 Click Select Owner Lookup Select an Owner From the List and click Save

21. © 2007 IBM Corporation Tivoli Software How to put the ticket on SLA hold 21 Click Change Status Select SLA Hold Option and click OK

22. © 2007 IBM Corporation Tivoli Software 22 Fill Work log of type SLAHOLD and click Save Filling Work log is mandatory before changing status of a ticket to SLAHOLD

23. © 2007 IBM Corporation Tivoli Software How to Resolve the Ticket. 23 Click Change Status Select Resolved and click OK Status of the Ticket Will change to resolved

24. © 2007 IBM Corporation Tivoli Software How to Close the Ticket 24 Once a ticket is resolved it is closed automatically after 72 working hours

25. © 2007 IBM Corporation Tivoli Software How to Fill Log 25 Log to log tab of Service Request Click New Row, Fill all the details and click save  Log Summary and Type Field is mandatory

26. © 2007 IBM Corporation Tivoli Software What is a meaning of the Ticket status StatusDescription NEWThe 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. QUEUEDWhen a ticket is acknowledged and assigned to a Group but no action is taken on it INPROGIn 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. SLAHOLDWhen SLA of the ticket is put on hold PENDINGAn action on this ticket is pending (for example, vendor or user call- back, or waiting for parts). RESOLVEDInformation 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 Ticket resolution is confirmed from the end user 26

27. © 2007 IBM Corporation Tivoli Software StatusDescription CLOSEDIt is the final state of a ticket. When a record is closed, you cannot change the status or edit any part of the record. CANCELLEDTicket is cancelled REJECTEDTicket is rejected 27

28. © 2007 IBM Corporation Tivoli Software 28 Q&A

29. © 2007 IBM Corporation Tivoli Software 29