Test 000-656: IBM SmartCloud Control Desk V7.5 Service Request Management Implementation

Tab navigation

Section 1: System Setup and Configuration

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.
With emphasis on performing the following tasks:
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. Go to the Security Groups application (Go To -> Security -> Security Groups).
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.
3. Click the name of the group that you want to work with to open that group.
4. On the Applications tab, locate the Service Requests application:
  1. Open the filter in the Applications table.
  2. In the Description field, type Service Requests and then press Enter.
5. Click Service Requests to display options for assigning access rights for this application.
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.
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.
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.
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.
10. Repeat this procedure for the Incidents application.
11. Click Save icon to save your changes. The Save icon is grayed out if you have not made change.
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.
With emphasis on performing the following tasks:
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. Default workflowThe 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.
2. Response Plan workflowThe 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.
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.
With emphasis on performing the following tasks:
The following describes the optional content packages available with SCCD for Service Desk and Service Catalog.
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. Security group application authorization
  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.
  3. Classification content for Service Desk:SmartCloud Control Desk provides a set of classifications for Service Desk that are included in the optional content.
  4. Demo data for Service Desk:This includes sample person groups, security groups, users, assets, organizations, and companies that are provided with the Service Desk module of SCCD.
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.
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.
With emphasis on performing the following tasks:
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 languageA 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:
Object
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
Jython, version 2.5.2

Section 2-1: Work with Operational Data

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.
With emphasis on performing the following tasks:
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:
  1. Order from the Offering Catalog.
  2. Search the knowledge base for frequently asked questions and solutions.
  3. Report an issue.
  4. View the status of previously-submitted requests.
  5. View news bulletins.
  6. View assets.
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:
  1. The Navigator, where users can create and view service requests, order offerings, search for solutions, and view frequent requests.
  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.
  3. A My Requests pod that shows all service requests created for or by a user.
  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.

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.
With emphasis on performing the following tasks:
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::\ibm\SMP\maximo\applications\maximo\maximouiweb\webmodule\webclient\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:
:\Program Files\IBM\WebSphere\AppServer\profiles\ctgAppSrv01\installedApps\ctgCell01\MAXIMO.ear\maximouiweb.war\webclient\javascript\com\ibm\ism\pmsc\dojo\config.properties

Configuring the navigator:

Add a task.
-Edit the Self Service Center config.properties file.
-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.
-Save the file.
-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.
-Rebuild and redeploy the maximo.ear file on the WebSphere® Application Server.
Remove a task.
-Edit the Self Service Center config.properties file.
-Locate the section that specifies the task you want to remove.
-Comment out the line for the task that you want to remove.
-Save the file.
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.

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.

Key	Default value
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

-Create a message group and key in the MAXMESSAGES table in the Maximo database.
-Click Go To -> System Configuration -> Platform Configuration -> Application Designer to open the Application Designer.
-Choose the Messages action.
-Create a new row and set the message group to srmsslabels.
-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.
-Set the value to the desired new string, such as "Request a service offering."
-Set the display method to TEXT.
To change another value, repeat steps c. through f., specifying the key and the new value.
-Update the Self Service Center config.properties file.
-Uncomment the line msggroup = srmsslabels.
-Set the parameter getTopNodeStrings = true.
-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:

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

From the Go To menu click System Configuration -> Platform Configuration -> Application Designer.
In the Application field, type srmssctr.
Click the srmssctr application, and select Export the presentation XML.
Edit the srmssctr.xml file.
Add or modify the desired columns and attributes in the columns="" element of the following line:
Import the saved srmssctr.xml file.
If any columns are added, the data used in those columns must not be excluded from the appropriate object structures.
1. Click Go To -> Integration -> Object Structures.
2. Edit the SRM_SR object structure.
3. Click the Exclude/Include Fields Action.
4. Clear the check boxes by the names of the columns that you added so that the data is included.
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:
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. 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.
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.
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.
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.
Configure 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.
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. Change the default number of Navigator entries requestedWhen 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.

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.
With emphasis on performing the following tasks:

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.
1. Log in to IBM SmartCloud Control Desk (SCCD).
2. Navigate to the Response Plans application.
3. In the Response Plans application, click New Response Plan on the toolbar.
4. Complete the Response Plan details:
  1. Provide a Response Plan description.
  2. Select a Response Plan Administrator.
  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.
  4. Select the type of record that the response plan applies to.
5. Select the appropriate start, end, and review dates for the response plan.
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.
7. On the Conditions tab, select the additional Response Plan Criteria.
  1. Classify the Response Plan.
  2. Include Services and Service Groups for the Response Plan.
  3. Create Conditions.
  4. Specify additional Response Plan Criteria.
8. Enter the locations, assets and configuration items associated with the response plan.
9. On the Response Actions tab, select the response actions and notifications.
10. Save the response plan.
11. Change the response plan status to Active.

Section 2-2: Work with Operational Data

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.
With emphasis on performing the following tasks:

Log in to SCCD.
Navigate to the Job Plans application.
In the Job Plans application, click New Job Plan.
Complete the Job Plan details
1. Select the template type
2. Enter the duration of the Job Plan in hours.
3. Classify the Job Plan.
4. Enter and select scheduling information for the Job Plan .
5. Enter Job Plan Class and Priority
6. Enter and select flow control details for the Job Plan.
Select optional Supervisor, Crew, Lead, Work Group, Owner and/or Owner Group to specify Job Plan Responsibilities.

Create Job Plan Tasks.

In the Job Plan Tasks table window, click New Row.
Optional: Specify whether the task is being used at the organization or site level. The associated values are provided.
Specify or change the task identifier. To add tasks without disrupting the order, number the task identifiers in increments of 10.
Provide a description of the task.
Specify the sequence in which the task is performed.
Select an optional nested job plan.
Specify a value for the meter.
Specify values for the owner, owner group and classification.
Specify the estimated duration in hours that is needed to complete the task.

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.
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.

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.
On the Work Assets tab, create a new row to define the work assets to associate with safety plans.
Save the Job Plan.
Activate the Job Plan.

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.
With emphasis on performing the following tasks:

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.
1. Log in to SCCD.
2. Navigate to the Service Groups application.
3. In the Service Groups application, click New Service Group.
4. Specify a service group.
5. Specify the contact, the contact group, and the type of service. You can sort service groups by the type of service.
6. Create services for the group.
  1. Click New Row.
  2. Specify the service.
  3. Specify the contact, the contact group, and the type.
7. Associate asset types with the services and service group.
  1. From the Select Action menu, select Associate Assets/Locations.
  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.
  3. Provide a description of the asset type.
  4. Click OK.
8. Associate locations with the services and service group:
  1. From the Select Action menu, select Associate Assets/Locations.
  2. On the Assets and Locations tab in the Associate Assets and Locations dialog box, click Select Locations.
  3. In the Select Locations dialog box, select the locations that you want to associate with the services or service group, and click OK.
  4. Click OK.
9. Save the Service Group.
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.
With emphasis on performing the following tasks:
1. Log in to SCCD.
2. Navigate to the SLAs application.
3. Create a new SLA.
4. On the SLA page enter SLA Information.
  1. Enter a description for the SLA.
  2. Select the Object to which the SLA applies.
  3. Select the SLA Type (Offering).
  4. Enable/disable SLA Hold
5. Define SLA details.
  1. Set a Ranking for the SLA.
  2. Select SLA Administrator.
  3. Select Vendor and Customer/Vendor Contact.
6. Set SLA dates.
7. Select a Ticket Organization/Site the SLA applies to.
8. Select SLA Calendars.
  1. Select the Organization and Calendar the SLA applies to.
  2. Select the Organization and Calendar for Target Calculations.
  3. Specify your first, second, and third choice calendars to use for calculating target values
9. Select Commitments.
10. Define an escalation with Escalation Points for the Commitments.
  1. Enter escalation details.
  2. Select an object the Escalation applies to.
  3. Enter/build an optional condition for the Escalation.
  4. Select a schedule.
11. Define Escalation Points.
  1. Select an Elapsed Time Attribute.
  2. Enter/Build an Escalation Point Condition.
  3. Enter an Elapsed Time Interval.
  4. Select Interval Unit of Measure.
  5. Check repeat.
12. Define Actions.
  1. Select an optional Action Group.
  2. Select actions to associate with the Escalation.
13. Create notifications for the Escalation.
  1. Select a Communication Template.
  2. Select Roles/Recipients
14. Validate Escalation.
15. Activate Escalation.
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.
17. On the Conditions page, create/select additional SLA criteria.
  1. Classify the SLA
  2. Include Services and Service Groups for the SLA
  3. Create Conditions
  4. Specify additional SLA Criteria
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.
19. On the KPIs page create and/or select the KPIs related to the SLA.
20. Associate optional Contracts and/or Customers for the SLA
21. Save the SLA.
22. Activate the SLA.
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.
With emphasis on performing the following tasks:
1. Open the Questions application (Go To -> Administration -> Survey Management -> Questions).
2. Click New Question..
3. On the Question tab, type your question in the Question field.
4. Select a Type (CHECKBOX, FREEFORM, or RADIO).
5. Under Answers, specify an answer by clicking New Row. An answer is not required if Type is FREEFORM.
  Type the desired answer in the Answer field.
  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.
  Click Save Question when finished specifying a questions and answers.
  To create additional questions, go to step 2.
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.
With emphasis on performing the following tasks:
1. Open the Surveys application (Go To -> Administration -> Survey Management -> Surveys).
2. Click New Survey.
3. Complete the Survey (enter the name of the survey) and Applies To fields.
4. Optionally, you can specify a Template ID to use predefined values for this survey.
5. Under Select Question for this Survey, select a Question ID, or click a check box for each question to add, and click OK.
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.)
7. Click Save Survey when finished adding questions.
8. You can see what the survey looks like by clicking the Survey Preview tab. When finished, click the Survey tab.
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 completing the following:
  1. For a tracked survey:
    -To change the Company Name, Address 1, Address 2, and City, State, ZipCode in the Survey application, complete the following steps:
    -Open Application Designer (Go To -> System configuration -> Platform Configuration -> Application Designer).
    -Search for the 'SURVEYMA' application - enter 'SURVEYMA' in the Application field and press Enter.
    -Click the SURVEYMA application.
    -Click the Survey Preview tab.
    -Scroll to bottom section and you will see text for Your Company Name , Your Address 1, Your Address 2, and Your City, State, ZipCode.
    -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.
    -Click Save Application Definition.
    -To change the Company Name, Address 1, Address 2, and City, State, ZipCode in the Survey Request application, complete the following steps: -Open Application Designer (Go To -> System configuration -> Platform Configuration -> Application Designer).
    -Search for the 'SURVEYREQ' application - enter 'SURVEYREQ' in the Application field and press Enter.
    -Click the SURVEYREQ application.
    -Click Survey Request tab.
    -Scroll to bottom section and you will see text for Your Company Name , Your Address 1, Your Address 2, and Your City, State, ZipCode.
    -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.
    -Click Save Application Definition.
    -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. For an untracked survey:
    -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\installedApps\ctgCell01\MAXIMO.ear\maximouiweb.war\webclient\survey
    -Navigate to the maximouiweb directory.
    -Search for the jspsurvey.jsp file (it is located under ..\maximouiweb\webmodule\webclient\survey\)
    -Open jspsurvey.jsp in a text editor and search for the string 'Your Company' or 'company'.
    -Replace your company name and other information in the respective line.
    -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.

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.
With emphasis on performing the following tasks:
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 informationYou 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).

You can use communication templates in the following ways:
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. 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.
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.

Procedure

In the Communication Templates application, click New Communication Template. A new communication template opens with an inactive status.
Optional: If the Template field is blank, provide a name or identifier.
Type a description.
In the Applies To field, specify a value.

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

Optional: Create an entry in the communication log and attach files to the communication template.
Complete the following details for the communication template:-Specify the email address from which the communication template is sent. -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.-In the Subject field and Message field, specify substitution variables.-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.
Save your changes.

Section 3: Configure Service Desk

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.
With emphasis on performing the following tasks:
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.
2. Either a service desk agent or a customer can create a service request.
3. A service request can be created from a request for an offering that is submitted through the Service Catalog.
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.
5. Use the Related Records tab to create, view, or navigate relationships among service requests, incidents, problems, and other records.
6. Use the Log Tab to create, view, edit, and delete work log entries, and to view communication log entries.
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.
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.
9. Use the Tried Solutions tab to view the history of all the solutions that have been applied to a ticket.
10. Use the Specifications tab to classify (or reclassify) a service request and specify attributes to define it further.
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.
With emphasis on performing the following tasks:
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.
2. Sources of incidents include Users, Operations ,and Network/System management tools.
3. The goal of incident management is to restore normal service operation as quickly as possible.
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.
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.
6. Use the Related Records tab to create, view, or navigate relationships among service requests, incidents, problems and other records.
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.
8. Use the Tried Solutions tab to view the history of all the solutions that have been applied to an Incident.
9. Use the Log Tab to create, view, edit, and delete work log entries, and to view communication log entries.
10. Use the Failure Reporting tab to view and record failure information for assets and locations.
11. Use the Specifications tab to classify (or reclassify) an Incident and specify attributes to define it further.
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.
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.
With emphasis on performing the following tasks:
1. A problem record is created to capture an unknown, underlying cause of one or more incidents.
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. 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.
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.
5. Use the Related Records tab to create, view, or navigate relationships among service requests, incidents, problems and other records.
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.
7. Use the Tried Solutions tab to view the history of all the solutions that have been applied to a Problem.
8. Use the Log Tab to create, view, edit, and delete work log entries, and to view communication log entries.
9. Use the Failure Reporting tab to view and record failure information for assets and locations.
10. Use the Specifications tab to classify (or reclassify) a Problem and specify attributes to define it further.
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.
With emphasis on performing the following tasks:
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.
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. 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.
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.
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.
6. Solution records can be created from the Solutions, Incidents, and Problems applications.
7. By classifying solution records you can relate solutions that resolve similar issues. Users can search for solution records by classification.
8. By assigning a type to solution records users can narrow their search by filtering the list of solution records by type.
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.
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.
With emphasis on performing the following tasks:
1. In the Service Requests application, on the toolbar, click New Service Request.
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. The following information can be captured in optional fields:
  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.
  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. Classify the service request by making a valid selection in the Classification field.
  4. Enter a description in the Summary field. Enter additional information, in the Details field.
  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).
  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.
  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.
  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.
  9. Any optional fields for the service request record can be input at this time, or updated at a later time.
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.
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:
  1. In the Service Requests application, display the record to which you want to apply a template.
  2. Select the Apply Service Request Template action, or from the Toolbar, click Apply Service Request Template.
  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.
6. SLA: If a SLA applies to this ticket, select one of the SLA actions.
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.
With emphasis on performing the following tasks:
1. In the Incidents application, on the toolbar, click New Incident.
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. The following information can be captured in optional fields:
  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.
  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. Classify the Incident by making a valid selection in the Classification field.
  4. Enter a description in the Summary field. Enter additional information, in the Details field.
  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).
  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.
  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.
  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.
  9. Any optional fields for the Incident record can be input at this time, or updated at a later time.
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.
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:
  1. In the Incidents application, display the record to which you want to apply a template.
  2. Select the Apply Incident Template action, or from the Toolbar, click Apply Incident Template.
  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.
6. SLAs: If a SLA applies to this ticket, select one of the SLA actions.
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.
With emphasis on performing the following tasks:
1. Create a problem:
  1. In the Problems application, on the toolbar, click New Problem.
  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. In the User Information section, enter information to identify the user who reported the problem and the person who is affected by the problem.
    -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.
    -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.
    -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.
  4. In the Problem Details section, enter a description in the Summary field. To enter additional information, click Long Description.
  5. Classify the problem.
  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:
    -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).
    -In the Urgency field, enter a number that represents the urgency. The choices are the same as those for the impact.
    -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.
  7. Fill in the remaining required fields indicated with Asterisks . Enter information in other fields as needed.
  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.
2. Apply a template to a problem:
  1. In the Problems application, display the record to which you want to apply a template.
  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. 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.
  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. Classify a problem:
  1. In the Problems application, display the record you want to classify.
  2. Use one of the following methods to classify the record:
    -Select a classification record from a classification hierarchy.
    -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 opened tickets. A dialog is displayed with a list of suggested classifications for the ticket
    -Expand the branches of the tree to find the classification you want. To select a classification record, click the blue square next to the record.
    -Select a classification record from a list of records. Click Select Value next to either the Classification field or Class Description field and select one of the records listed in the dialog.
    -Type full or partial information in one of the classification fields. If you enter partial information in a field and then press the Tab key or click in another field, the system either completes the information (if the partial information is unique) or displays a dialog from which you can select a value.
  3. When you enter or select information for one of the classification fields, the system automatically enters information in the associated fields: Classification: Displays the identification number of the classification record. For example: 10201Classification Path: Displays the identification numbers along the full path of the classification record. For example: 1 \ 102 \ 10201Class Description: Displays the descriptions along the full path of the classification record. For example: End User Issue \ Software \ Operating System
  4. Depending on how the classification is configured, the system might also enter values in the Indicated Priority, Owner Group, Assigned Owner Group, and Service Group fields, as well as classification attributes on the Specifications tab. See the Associate Ticket Data with Classifications topic for detailed information.
  5. Click Save Problem. To reclassify a problem, follow the same steps you followed for the initial classification.To remove the classification, in the Classification Path field, click Detail Menu -> Clear Classification .
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.
With emphasis on performing the following tasks:
1. To create a solution:
  1. In the Solutions application, click New Solution on the toolbar. The system sets the status of the record to DRAFT. The user name of the logged-in user is displayed in the Solution Author field.
  2. If the Solution field is empty, enter a value.
  3. Enter a description in the field next to the Solution field. To enter additional information, click Long Description.
  4. Classify the solution. A classification (for example, email issue) helps users narrow the search for an appropriate solution.
    -Click Detail Menu next to the Classification field and select Classify.
    A hierarchical tree of classification records is displayed. Each record has an identification number and a description.
    -Expand the branches of the tree to find the classification you want. To select a classification record, click the blue square next to the record.
    The Classification and Class Description fields are filled with the identification number and description of the classification you selected.
  5. In the Type field, enter a type (for example, EMAIL) that you can use to group similar types of solutions. Users can filter a list of solutions by type in order to narrow the search for an appropriate solution.
  6. If you want this solution to be available to self-service users, select the Self-Service Access? check box.
    Note: Some solutions might not be appropriate for self-service users to view. For example, these can include solutions that are too complex for customers to perform or that customers are not authorized to perform.
  7. In the Expiration Date field, optionally enter a date after which the solution record is no longer available.
  8. Assign an Owner or Owner Group by clicking Select Owner.
    on the toolbar. In the Select Owner dialog, click the Persons tab, and click the Person to assign the owner or Person Group to assign the owner group.
    Assigning an Owner or Owner Group allows you to create reports and queries to display solutions owned by a particular owner or group, and to add roles on solution level.
  9. In the Attachments field, click Attachments to attach one or more documents to the solution record.
  10. Describe the solution:
    -In the Symptom field, describe the customer question or problem.
    -If appropriate, in the Cause field, describe the one or more causes of the problem.
    -In the Resolution field, answer the question or explain how to solve the problem.
  11. Associate keywords with the solution by selecting keywords from the keywords database. Users can search for solutions based on keywords.
    -In the Solution Keywords section of the record, click Select Keywords.
    The Select Keywords dialog is displayed. The Select Keywords dialog displays a list of the keywords that are in the keywords database.
    -Select the check box next to one or more keywords that you want to associate with this solution record.
    -Click OK.
  12. Click Save Solution.The system saves the record to the database.
    To allow other applications and, optionally, self-service users to gain access to the solution record, you must change the status of the solution to ACTIVE.
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.
With emphasis on performing the following tasks:

A ticket template contains data that user can automatically insert in common, high-volume records. Instead of manually entering standard information each time, you can apply a template that contains information such as owner, service group and service, classification, and internal priority. The template also can contain activities, labor requirements, and activity owners.
1. Start the Ticket Templates application from the Service Desk module.
2. Specify template ID or use the auto generated ID.
  1. Specify description.
  2. Select Class to identify where the template will be applied (Incident, Problem, SR, PMSCSO, PMSCPR, and PMSCMR). Required field.
  3. Select Owner group, owner, organization, and classification.
  4. Enter Activities.
3. Change status of the Ticket template to Active. Only Active templates can be applied.
4. Click the Save button.
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.
With emphasis on performing the following tasks:
A priority matrix defines, in advance, internal priorities for Service Desk tickets that specify given combinations of impact and urgency. After a Service Desk agent fills in the Impact and Urgency fields on a ticket record, the Internal Priority field is automatically filled based on the values in the priority matrix.
1. Start the Priority Matrix application from the Service Desk module.
2. Filter the priority matrix values by Type (Incident, Problem, SR, PMSCPR, PMSCSO).
3. Choose a new Impact value from the domain list.
4. Choose a new Urgency value from the domain list.
5. Choose a new Internal Priority value from the domain list.
6. Click the Save button.
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.
With emphasis on performing the following tasks:
User can use the Global Search application to search across applications for records that contain specified text. You can search for records in one or more of the following applications at the same time: Service Requests, Incidents, Problems, and Solutions.
1. Log in with administrator privileges.
2. Navigate to the Cron Task Setup application.
3. Search and open the PmObjSearchCron cron task.
4. Select the check box Active under the Cron Task Instance section and set the time schedule.
5. Click Save.
6. Verify if the index file has been generated under the application server directory inside the "objsearchindex_" folder after the specified schedule time in the cron task.
7. Navigate to the System Properties application.
8. Search and open the following properties:
  1. LWDICT - This is the path where dictionaries files are.
  2. LUCENEOBJINDEX - This is the path where indexing files will be generated and searchable.
  3. ATTEXT - By default just .txt,.html,.htm,.doc,xml files attachments are indexing, but new ones can be added with this system property.
  4. PmObjSearchCron.maxFileLength - Set the limit of size in megabytes of an attachment file that should be considered for indexing.
  5. GlobalSearch.maxCount - The number of records displayed in the global search results defaults to 500. In order to change this value, set this system property.
9. After each property is set click Save and Live Refresh.

Section 4: Configure Service Catalog

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.
With emphasis on performing the following tasks:
1. Catalogs application - Allows you to present offerings to an end user in an easily accessible and searchable manner. Service Designers can create a catalog, and then add the offerings to it. Alternatively, offerings can be added to a catalog as an action on the Offerings application.
2. Cart Templates application - Allows you to view the list of offerings in a cart template, manage cart templates, create a copy of a cart template for another user, add cart templates to the shopping cart, and delete cart templates.
3. Global Search application - Used to search across applications for records that contain specified text. You can search for records in one or more of the following applications at the same time: Service Requests, Incidents, Problems, and Solutions.
4. Offerings application - Allows you to create, save, modify, or duplicate an offering. The Offerings application allows you to manage the lifecycle of an offering, its associated data, and the list of catalogs that contain the offering.
5. Offering Catalog application - Allows you to shop for offerings and services.
6. Self Service Center - Allows you to submit service requests, view solutions, order offerings, view news and track recent service requests.
7. Service Request application - Used to resolve an issue, obtain a new service, obtain information, or change a current service. Service requests can be created via the Service Catalog or Service Desk.
8. Shopping Cart application - Used to view, edit and submit your shopping cart, or you can create a Cart Template from a list of items in your cart. Cart templates can be used to group a set of commonly requested offerings into a single cart which can be reused and shared.
9. Ticket Templates application - Allows you to create and manage ticket templates that can be applied to common and high-volume ticket records saving time by letting the system populate values from the template into fields on the ticket.
10. View Catalog Requests application - Used to search for, view, and change the status of your existing catalog requests.
Given the need to setup the service catalog, outline the prerequisite steps so that once they are completed offerings and catalogs can be created.
With emphasis on performing the following tasks:
The prerequisite steps required to be able to create offerings and catalogs in service catalog are as follows:
1. Create at least one organization, one item set and one company set
2. Create at least one currency code and one GL debit account.
3. An offering can require shipping information in its offering definition, by selecting the Shipping Info Required check box. Any shopping cart that contains an offering that requires shipping information will display the Shipping Information section in the Catalog Request application. If the offering requires shipping information, a dialog is presented to the user to allow them to view and/or change the shipping information. The Shipping Address selection list contains the addresses defined for the user's Organization so ensure that appropriate addresses are set up on the Addresses tab of the Organization.
4. Configure email integration if email notifications are to be used to notify users about offering requests.
5. Assign users to appropriate security groups for their roles. The predefined security groups are included in the optional content.
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.
With emphasis on performing the following tasks:
Below are the key steps and concepts to consider when creating an offering:
1. Select the offering type, there are four types available:
  1. Service Request Offering - Used when you want to create a new offering in the Service Catalog that uses the full Service Catalog fulfillment capabilities.
  2. Descriptive Offering - Used to advertise an existing, non-automated service that requires a request path that is not integrated into the Service Catalog.
  3. Service Desk Offering - Used to define offerings to fulfill Service Desk type requests. They are only available to self service users to enable the ordering of Service Desk specific offerings.
  4. Action Offering - Used when an organization wants to integrate existing services or applications into the Service Catalog. For example, an action offering for "Reset Password" can be used to launch the URL for the organization's intranet password management tool.
2. Classify the Offering:
  1. Classifications are used to logically group offerings in Catalogs by setting the Offering Catalog Taxonomy field on the Offerings tab of the Catalogs application when adding a new offering to a Catalog. This field controls the display of offerings in the Offering Catalog application. Depending on needs, the Classification defined in the offering can be different than the Classification defined when the offering is added to the Catalog (Offering Catalog Taxonomy). Unlike classifying an offering, attributes are not copied from the Classification to the offering for the Offering Catalog Taxonomy.
  2. When creating a Classification for use with the Service Catalog, the following seven applications must be specified in the Use With table on the main Classifications tab in the Classifications application: SR ,PMSCOFFERING, JOBPLAN, WOACTIVITY, PMSCCATALOGOFFMAP, PMSCCATALOG, WORKORDER, WOCHANGE (for offerings that create change work orders). Adding these applications enables the attributes defined as part of the classification and, consequently, added to the offering to be used throughout the ordering process. Additional applications can be added as needed.
  3. Attributes on Classifications associated with offerings are copied to the offering and can contain static information or allow dynamic input from a user when ordering the offering. Attributes specified on offerings are copied to the Service Request on Service Request type offerings.
3. Use Validation Scripts:
  1. Prepopulation Scripts - Select a script used to prepopulate fields in the offering dialog. This script runs prior to the offering dialog being displayed, and can be used to prepopulate known fields on the offering dialog
  2. Add to cart Script - Select a script used to validate offering attributes when the user adds the offering to a cart. For example, you can add a script to ensure the user specifies all required information for an offering.
  3. Submit Cart Script - Select a script that runs to validate that a user has provided all required information for the offering when submitting a cart.
4. Action Offering options are presented only for Action type offerings:
  1. Action Type - Action offerings can be one of two types: workflow or launch in context. Workflow offerings are fulfilled by launching a workflow while launch in context offerings are fulfilled by launching an external site or application.
  2. Workflow - The workflow that will be executed to fulfill the offering.
  3. Launch in Context - The option name of the signature option that will be launched when the offering is ordered.
5. Service Request options are presented only for Service Request type offerings:
  1. Workflow - Identifies the type of workflow that is invoked when a Catalog Request is submitted. Valid values are Default and Response Plan. The Default workflow controls the approval and fulfillment processes. It uses the configuration data defined in the offerings for Line Manager Approval, Fulfillment Manager Approval, Fulfillment Options and Copy Options. The Response Plan workflow invokes the Response Plan engine. The approval, fulfillment and copy processing must be enforced through Response Plans.
  2. Line Manager Approval options are as follows:
    -Preapproved? - When this field is enabled, the default workflow automatically approves the service request. The service request status is set to APPLM indicating that the line manager has approved the request.
    -Default Workflow - Indicates that the workflow used for line manager approval processing is specified under the Service Catalog Workflow options for the organization and site.
    -Workflow - Specifies the workflow that will be used in the line manager approval process. This workflow will override the value specified under the Service Catalog Workflow Options for the organization and site. The workflow specified must set the service request status to APPLM or RESOLVED.
  3. Fulfillment Manager Approval options are as follows:
    -Preapproved? - When this field is enabled, the default workflow automatically approves the service request. The service request status is set to APPFM indicating that the fulfillment manager has approved the request.
    -Default - Indicates that the workflow used for fulfillment manager approval processing is specified under the Service Catalog Workflow options for the organization and site.
    -Workflow - Specifies the workflow that will be used in the fulfillment manager approval process. This workflow will override the value specified under the Service Catalog Workflow options for the organization and site. The workflow specified must set the service request status to APPFM or RESOLVED.
  4. Fulfillment Options are as follows:
    -Ticket Template - Allows you to identify the ticket template to apply to the service request. The ticket template will be applied after approval processing is complete. When a job plan is specified on the ticket template, an activity work order will be created.
    -Create Standard Work Order? - Allows you to create a standard work order for the service request.
    -Create Change Work Order? - Allows you to create a change work order for the service request.
    -Job Plan - Allows you to specify a job plan that will be applied when the standard work order field is enabled.
  5. Copy Options are as follows:
    -Copy SR Specification to Work Order? - This option copies the service request specification data (TICKETSPEC) to the work order specification (WORKORDERSPEC).
    -Copy SR Attributes to Work Order? - This option uses the TICKET2WO crossover domain to copy service request attributes to the work order.
    -Copy SR Attributes to Work Order and Tasks? - This option uses the TICKET2TASKS crossover domain to copy service request attributes to the work order and associated tasks.
6. Use Default offering dialogs
  1. Offering dialogs perform the following functions:
    -Present detailed information about the offering. This includes the name, description, user, as well as a link to any attachments the designer has included with the offering.
    -Allows the user to add the offering to a cart for a Service Request type offering.
    -Allows the user to launch the service for an Action type offering.
    -Displays the details of a Descriptive type offering.
    -Collects attribute information from the user for fulfillment of the request (if the offering is a Service Request or Action types).
  2. The following informational fields are displayed for each offering in the Default dialog:
    -Offering internal name
    -Image
    -Description
    -Long Description
    -Quantity (if offering uses quantity)
    -Requested for: a lookup for the person that the service is requested for
    -Value for each non-hidden attribute associated with the offering.
    -Offering Attachments: documents the Service Designer has attached to the offering.
    -User Attachments: additional documents the user may attach to the order.
  3. The Service Designer can change the appearance of the Default dialog for an offering using the following options:
    -Specify the order in which attributes are displayed.
    -Make attributes mandatory, hidden or read only.
    -Use a check box or date field for an attribute.
    -Allow a multiline text box to be added or displayed for controls that have a text field component.
    -Add validation scripts for attributes.
    -Add hover help for one or more attributes.
7. Use Custom dialogs:
  1. Service Designers may decide to create Custom dialogs to customize the presentation for their organization's needs when the Default dialog is not sufficient for their offering. With custom dialogs you can:
    -Display additional or different offering details (for example, adding a service type).
    -Remove or change the offering image.
    -Change the look-and-feel aspects of the dialog (for example, changing the background color, changing the font type or text size).
    -Create a complex wizard-like dialog that contains multiple pages.
    -Hide the input of an attribute that contains a password.
    -Override Add to Cart, Cancel, Order Now! and Launch functionality.
  2. Offering dialogs that are stored in the Offerings application (pmscoffer.xml) can be modified and cloned using the Application Designer. These offering dialogs can be accessed from various Service Request applications, including Offering Catalog, Self Service Center, Shopping Cart, and View Catalog Requests applications. A sample dialog is provided in the Offerings application (id=SampleDialogCR), which can be cloned to create new offering dialogs in Application Designer. A new Clone Dialog action is available from the Select Action menu in the Application Designer for this purpose. This allows Service Designers to create and modify offering dialogs contained in the Offerings application using the Application Designer instead of having to export the library.xml file, modify the dialog in XML, and then import it into the application.
8. Create Specifications (Attributes) on Offerings:
  1. Non-classification attributes can be defined for an offering and are used throughout the fulfillment process as they are copied to the Service Request (for Service Request type offerings). They can contain static information or allow dynamic input from a user ordering the service.
  2. New attributes can be created in one of two locations: In the Offerings application (Choose the Add/Modify Properties action) or in the Classifications application (Choose the Add/Modify Properties -> Attributes actions). Creating new attributes from the Classifications application is convenient for adding new attributes to a Classification, as mentioned above any attributes added to a Classification associated with an offering will copy those attributes to the offering.
  3. Configure the presentation of attributes as follows:
    -Specify the order in which attributes are displayed.
    -Make attributes mandatory, hidden or read only.
    -Use a check box or date field for an attribute.
    -Allow a multiline text box to be added or displayed for controls that have a text field component.
    -Add validation scripts for attributes.
    -Add hover help for one or more attributes.
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.
With emphasis on performing the following tasks:
1. A catalog is a container for one or more offerings that can be requested by an end user. The Service Designer can create a catalog using the Catalogs application, and then add the offerings to it. The Offering Catalog application uses the catalog to present the offerings to an end user in an easily accessible and searchable manner. Alternatively, offerings can be added to a catalog as an action on the Offerings application.
2. Depending on the requirements of your organization, you will need one or more catalogs within the system. By using a single catalog, you can take advantage of allowing authorized users to browse all available offerings using the available search mechanisms within the Offering Catalog. However, you may wish to deploy multiple catalogs if you need to restrict which offerings users are able to access, depending on business needs, geographic location, or a variety of other reasons. Creating multiple catalogs is another way of organizing the offerings available to your end users.
3. Use the Catalogs application to create catalogs, add offerings to a catalog, remove offerings from a catalog, and manage the lifecycle of a catalog. Catalogs can contain one or more offerings, and catalogs are used by the Offering Catalog and Self Service Center to allow users to search for and order offerings and services.
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.
With emphasis on performing the following tasks:
1. Service Requisition users can create a cart template for a cart when there is one or more items in the shopping cart. This is useful if you want to create a cart template for offerings that you commonly need to order.
2. Procedure to create a Cart Template:
  1. In the Offering Catalog or Self Service Center application, browse for offerings that you wish to order. Fill in offering attribute values that you want to be saved with the offering. These attribute values will display as default values later when the cart template is added to the cart.
  2. Click Add to Cart. This adds the item to the shopping cart and takes you to the Shopping Cart application.
  3. Optional: Click Continue Shopping in the Shopping Cart application to return to the Offering Catalog application and add another offering to the shopping cart.
  4. Review the contents of your cart.
  5. Click Create Template to create a template from the selected list of items in the cart. The Create New Template dialog presents a list of items in the cart, and the user selects from this list.
  6. Enter a Template Name and a description for the new cart template.
  7. Select the offerings you wish to include in the new cart template.
  8. Click OK. A message is displayed confirming that the cart template was created.
  9. Click OK on the message to return to the Shopping Cart application.
3. Upon completion of the cart template creation, you may choose to submit the cart for processing or empty the cart and repeat these steps to create additional cart templates. You can review the contents of your cart.
4. A new column in the Shopping Cart application items table indicates whether the offerings added to the template are 'valid' or 'not valid'. Valid means that all required fields are filled in, all field-level validation scripts completed successfully, and the 'Add to Cart' validation script completed successfully. If the offering is valid, it will show in the cart with a green check mark icon, and if the offering is not valid, it will show in the cart with a red dash icon. A cart cannot be submitted with items that are not valid. When you click on an offering in the cart that is not valid, the offering dialog flags any required fields, and displays messages from field level scripts or 'Add to Cart' scripts that failed so that you can resolve any issues.

Section 5: Integration

Given an understanding of integration options for service request management, describe them and their key capabilities.
With emphasis on performing the following tasks:
The following are some of the available integrations that are commonly used with service desk request management processes together with their key capabilities.

LDAP AuthenticationYou can use a directory server that implements the LDAP for authentication and for storing user and group information. When LDAP -based authentication is used, user and security group information is stored in LDAP and managed by default at the LDAP level. If IBM® WebSphere® is used as the supporting application server, the data is synchronized with the Maximo® database using IBM WebSphere VMM and VMMSYNC cron task instances. The synchronization is one way from the directory server to the Maximo database and permits create and update actions only. Deleting a user from LDAP does not delete the user from the Maximo database.

Override default behaviorLDAP based authentication affects the availability of some product features. When LDAP based authentication is used, the LDAP server, by default, manages user and group creation. As a result, the following features are disabled: Create users Change passwords Self registration Create security groups Associate users and security groups You can override the default behavior by setting the mxe.LDAPUserMgmt property to 0 (zero). This property cannot be changed in the System Properties application, instead, issue the following SQL commands in your database: To check whether the property is in database, run the following command:SELECT PROPNAME, PROPVALUEFROM MAXPROPVALUEWHERE PROPNAME = 'mxe.LDAPUserMgmt'To set value to 0, run the following command:UPDATE MAXPROPVALUESET PROPVALUE = '0'WHERE PROPNAME = 'mxe.LDAPUserMgmt'Setting these properties has the following results:

Feature	Available?
Add and delete security groups	Yes
Modify security groups	Yes
Manager user and group relationships	Yes
Add and delete users	Yes
Modify user information (other than password)	Yes
User self registration	Yes
Change password	Yes

SMTP/Email:Installation panels during product install provide an opportunity to configure an SMTP server to send an administrator, or other users, e-mail notifications of system events such as to notify of resolution of tickets or imminent SLA failures. If you skip these panels when you install SmartCloud Control Desk, you can use the mail.smtp.host system property to configure SMTP parameters.
Email Listener:The Email Listeners application can be used receive and process service requests and other types of tickets using e-mail messages. You can create or update tickets from email messages. You can also indicate whether the status is changed or queried based on specified criteria. The E-mail Listeners application can poll multiple e-mail accounts to retrieve messages. Each account is checked at periodic intervals that you establish. Based on the subject line of an e-mail message or the contents of the e-mail message body, an e-mail listener can determine if the e-mail is new or is an updated service request, incident, or problem. An e-mail listener can also determine if an e-mail is a query for information on any business object.The application supports the following features: Embedded and normal message attachments POP3 and IMAP e-mail protocols The E-mail Listeners application cannot process encrypted or digitally signed e-mail messages.
E-mail processingE-mail processing uses a predefined workflow process. Various steps in the workflow process create, update, or change the status of service requests, incidents, or problems. Other steps in the workflow process execute queries and return query results to the originator of the e-mail. You can customize the workflow process or create workflow processes to suit your needs.All communications from the originators of the e-mail messages are captured in the service request, incident, or problem communication log. Similarly, generated communications sent to the originator of an e-mail message are captured in communication logs.You can configure the appropriate log levels to generate detailed processing and error information from the system log file regarding how the E-mail Listeners application processes e-mails.

E-mail listeners componentsThe E-mail Listeners application works together with a CRON task and a workflow process to provide full functionality. The following table lists and describes the E-mail Listeners components.

Component	Purpose
E-mail Listeners application	The application used to create, modify, and delete e-mail listener configurations.
E-mail listener CRON task	A component that runs continuously on the application server and uses the CRON task infrastructure. This component encapsulates a staging process that processes inbound e-mail through a staging table.
Workflow process	A workflow process that parses e-mail information from the staging table and processes it according to the subject and contents of each message.

For these components to work correctly, you must first configure your mail servers and e-mail accounts.

E-mail listeners process:
Using e-mail listener definitions, the E-mail Listeners application polls the mail server for incoming messages and sends e-mail messages in response. The response e-mail messages confirm that a desired operation was performed on behalf of the user. The e-mail messages also notifies you if there was an error performing the operation.When the mail server receives an incoming e-mail message, the following events occur:
-The mail server polls for incoming e-mail messages from the designated e-mail account.
-The E-mail Listeners application verifies that the senders of the incoming e-mail messages have person records. If the sender has a person record, the e-mail message is processed. If the sender does not have a person record, the e-mail message is ignored.
-A preprocessor determines whether the e-mail messages are new or updates to existing communications.
-The e-mail messages are staged, which includes the following events:
-Extracting content from the e-mail messages, including attachments.
-Storing content in staging tables and attached document tables.
-Launching the e-mail processing workflow process.
-If the e-mail listener was configured to use Java Messaging Service (JMS) queues, placing e-mail messages in the JMS queue indicating that a new e-mail message needs to be processed. A messaging component picks up this e-mail message from the queue and launches the workflow.
-Using the predefined workflow process, the following events occur:
-Flagging an e-mail message as new or as an update to an existing service request, incident, or problem
-For new e-mail messages, creating a service request, incident, or problem, and creating an associated communication log
-For existing e-mail messages, updating the service request, incident, or problem, and creating an entry in the communication log
Predefined workflow process for e-mail listeners
You use workflow processes to create steps to guide records for your business process. The E-mail Listener application has a predefined workflow, Listener Business Process (LSNRBP), that is used with the E-mail Listeners application. By default, the LSNRBP process is enabled and active. To meet your business needs, you can revise the process or create a process in the Workflow Designer application. When you associate the LSNRBP workflow process to a configuration, the e-mail listener submits each record in the staging table to the LSNRBP process. The LSNRBP process performs the following functions based on the contents of the e-mail message:
-Changes the status of an existing ticket or other business object
-Updates an existing ticket
-Creates a ticket
-Queries any business object and return results
The LSNRBP process generates response e-mail messages at various points during e-mail processing. For example, a response containing the service request number is sent to the originator of an e-mail message whenever the application creates a service request. Response e-mail messages are also generated whenever an update is made to an existing ticket or when queries are performed.

Instant Message (IM)
You can integrate an instant messaging service to allow some users to initiate chat sessions with others.
When you integrate an application with an external instant messaging system, service desk agents can open chats with users who are identified on tickets. The chat can be opened with the user who reports an issue or to a user who is affected by an issue. When IM is integrated, certain applications display icons next to user names to indicate whether the user is online within the IM system. When a user is online, the service desk agent can open a chat session with the user. The user has the right to refuse the chat session. All chat communication is recorded and will be attached to the ticket's work log when the chat is complete.
The following instant messaging services are supported:
Google Talk
Jabber
Microsoft Office Communicator
Lotus Sametime
1. Using the IMBot
  IMBot is a chatbot that acts as a command line interface to the product through instant messaging. By adding IMBot to your contacts on a supported instant messaging platform, you can list tickets for which you are the reported person, or query specific tickets individually. IMBot runs through a product service at server startup time. IMBot supports the following IM platforms or protocols:
  -Sametime
  -Jabber
  -Google Chat
  IMBot supports the following commands:
  -List (for listing all tickets)
  -Query (for querying tickets by ticket ID)
  -Help (for help using the commands)
  The IMBot command system is extensible. Using the IMBot and product APIs, you can write custom services for launching IMBot and binding custom-developed commands to it.
Event ManagementYou can integrate SmartCloud Control Desk with the following Netcool event management tools:
1. Netcool Impact - Permits Impact to create Incident tickets in SmartCloud Control Desk. Easily extensible through the Impact Policy Editor and Tivoli Directory Integrator, this solution provides customers with the ability to map event information into SCCD tickets such as incidents and service requests, and have those events updates as ticket priority and statuses change.
2. Netcool Omnibus - Permits Omnibus to open Incident tickets within SmartCloud Control Desk. After Omnibus opens a SmartCloud Control Desk Incident, Omnibus can either update information in the Incident or close the Incident. Alternatively, SmartCloud Control Desk can report status updates to Omnibus including the notification that the Incident has been closed. The gateway for SCCD is a bidirectional gateway that allows you to create, update, and close tickets (either incidents or service requests) in SCCD, using XML over HTTP. The gateway allows you to create and maintain SCCD tickets from Netcool/OMNIbus events, either manually (using a SCCD user interface within Netcool/OMNIbus) or automatically (using scripts). There is a one-to-one mapping between a single Netcool/OMNIbus event and a single SCCD ticket.
Computer Telephony Integration (CTI)
1. Cisco Computer Telephony Integration & Integrated Voice Response (IVR) - This integration extends the basic ability to 1) provide the Service Desk Agent with a user interface that makes it easy for the agent to indicate that he or she is available to take another call, and 2) the CTI system can tell SmartCloud Control Desk that a Service Request is about to be sent to a specific agent. SmartCloud Control Desk can then create a Service Request on behalf of the caller and then route control to the agent's screen. The Service Request will be prepopulated with as much information as the CTI system was able to gather via its IVR unit.
2. Genesys Computer Telephony Integration version 7.1 - This integration provides an agent desktop UI to SCCD Start Center for Service Desk Analysts to interact with Genesys Voice Platform. It includes the ability to answer and control calls, automatically create and navigate to Service Requests, and transfer calls to other available analysts. Using a single user interface, Service Desk Analysts are provided with a tool bar for performing common incoming call controls and the ability to seamlessly interact with Service Requests and other SCCD applications.
Service Desk Integrations
You can integrate SCCD with the following service desk tools to exchange tickets between them:
1. SAP Solution Manager - Transfers a SCCD Incident to SAP Solution Manager and 2) transfers a "Support Message" from SAP Solution Manager to SCCD.
2. HP Service Manager - Provides for bi-directional exchange of Incidents and Service Requests between SCCD and HP Service Manager
3. BMC Remedy - Provides for bi-directional exchange of Incidents and Work Logs between SCCD and BMC Remedy, and a Launch-in-Context from SCCD to BMC Remedy.
4. Rational® ClearQuest® - Permits Service Desk agents to be able to open defects in ClearQuest and to maintain a linkage between a SmartCloud Control Desk Problem and the defect(s) in ClearQuest that are intended to solve the Problem.

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.
With emphasis on performing the following tasks:

Tivoli Remote Diagnostics is an integrated feature of SmartCloud Control Desk that is based on the IBM® Tivoli Remote Control version 5.1.2 product. Tivoli Remote Diagnostics enables a Service Desk analyst to take control of remote workstations or servers in order to analyze and solve problems. The Service Desk analyst can launch Tivoli Remote Diagnostics from a ticket application, run commands and applications on the target system, transfer files, open a text conversation, and record a session on video. A SmartCloud Control Desk administrator can enable a global setting that allows analysts to upload and attach video recordings to ticket records.
Installation and configuration required to enable the Tivoli Remote Diagnostics feature consist of three steps.
Installing the Tivoli Remote Diagnostics agent
Performing post-installation steps
Enabling users to upload recordings
1. Install the Tivoli Remote Diagnostics agent:
  1. The Tivoli® Remote Diagnostics agent can be obtained through the SmartCloud Control Desk browser interface. To globally distribute and install the agent to workstations throughout your enterprise, the normal distribution strategy can be used.
  2. Before downloading the Tivoli Remote Diagnostics agent, verify that the Java™ plug-in settings in the browser specify one of the following JRE environments: IBM® JRE versions 1.4.2, 1.5, or 1.6, or Sun Java JRE version 1.6. If none of the supported JRE versions is installed, install it and associate it with your browser.
  3. Download the agent
    -Log in to SCCD from a browser.
    -From the Go To menu on the Navigation Toolbar, select Self Service -> Service Requests -> View Service Requests (or Create Service Request)
    -Click Download Remote Diagnostics Agent. A separate browser window opens with information about downloading and installing the Tivoli Remote Diagnostic Tool.Note: Do not attempt to obtain the agent by navigating directly to the download_trc.jsp URL shown in the Tivoli Remote Diagnostic Tool browser window. You must log on to SmartCloud Control Desk and use the download link as described in this procedure. The download_trc.jsp requires an established MXSession, and direct navigation does not allow the opportunity to establish it.
    -Click Download Binaries to download the trc_setup.zip file to your computer.
  4. Install the agent.
    -Extract the files from the trc_setup.zip file to a directory on the target computer.
    -Change to the directory or folder where you extracted the files and perform a silent or interactive installation.
    -To perform a silent installation, run the following command: msiexec /i trc_target.msi /qn MANAGED=no CHECKUSERLOGIN=no
    -To perform an interactive installation, run the trc_target_setup.exe file and follow the setup instructions.
2. Performe post-installation steps:The post-installation steps described in this section are required only if the Tivoli® Remote Diagnostics agent was installed in interactive mode. The command line installation does not require any post-installation steps.Complete the following steps on all Windows® computers where the Tivoli Remote Diagnostics agent is installed, if the interactive mode of installation was used
  1. Go to the Windows registry location HKEY_LOCAL_MACHINE\SOFTWARE\IBM\Tivoli\Remote Control\Target
  2. Edit the following registry properties: "CheckUserLogin"="no" "Managed"="no"
  3. After editing the registry properties, restart the agent service, named IBM® Tivoli Remote Control - Target.
    Complete the following steps on all Linux® computers where you installed the Tivoli Remote Diagnostics agent, if the interactive mode of installation was used
  4. Edit the /etc/ibmtrct.conf file
  5. Restart the agent
3. Enabling users to upload recordings
  A global setting to enable SmartCloud Control Desk users to upload and attach Tivoli® Remote Diagnostics recordings to ticket or solution records can also be configured.
  1. Log on to SmartCloud Control Desk as an administrator with authority to perform system configuration tasks.
  2. From the Go To menu on the Navigation Toolbar, select System Configuration -> Platform Configuration -> System Properties.
  3. On the System Properties window, search for the mxe.int.trc.upload.recording property.
  4. Click View Details next to the mxe.int.trc.upload.recording property to display the Global Properties Details section of the window.
  5. Enter the property value in the Global Value field (Y or 1 if you want to enable users to upload recordings, N or 0 if you want to prevent users from uploading recordings.)
  6. Select the system property and from the Select Action menu click Live Refresh.
  7. Click OK on the Live Refresh dialog.

Register for a test

IBM at Prometric

Test 000-656: IBM SmartCloud Control Desk V7.5 Service Request Management Implementation

Tab navigation

Register for a test

Content navigation

Related links