|
Siebel HelpDesk Guide
What's New in This Release
Back to top
Getting Started
Administrator Setup Tasks
Configuring Siebel HelpDesk for GUESTERM User
Back to top
Setting Up HelpDesk
Siebel HelpDesk and Support Organizations
Siebel HelpDesk Administrator Resources
Scenario for Siebel HelpDesk
Process of Setting Up Siebel HelpDesk
Setting Up Siebel HelpDesk Responsibilities
Setting Up Siebel Knowledge Base for HelpDesk
Working with the HelpDesk Solutions Database
Enabling Service Level Management
Setting Up Links on the Service Request Home Page
Back to top
IT Service Management Solution Set
About IT Service Management Solution Set
Scenario for IT Service Management Solution Set
Process for IT Service Management Solution Set
Incident Management
Adding Incident Records
Investigating and Diagnosing Incident Records
Resolution and Recovery of Incident Records
Problem Identification and Management
Adding Problem Records
Investigating and Diagnosing Problem Records
Change Management
Change Management Roles
Adding Request for Change Records
Recording Request for Change Records Details
Adding Request for Change Record Users
Adding Request for Change Record Approvers
Approving Request for Change Records
Adding Approval Lists
Change Approval Access
Adding Notes to Request for Change Records
Scheduling Request for Change Records
Adding Tasks to Request for Change Records
Adding Activities to Request for Change Records
Submitting Request for Change Records for Approval
Recalling Approved Request for Change Records
Closing Related Incident and Problems Records
Managing Known Errors
Adding Known Errors
Assessing Errors
Adding and Closing Error Resolutions
Creating and Releasing Products
Creating Attribute Classes
Creating Attribute Definitions
Creating an Asset
Associating Backup or Dependent Assets with a Primary Asset
Viewing Assets in the Database
Adding Assets to Request for Change Records
Service Level Management (SLM)
Using Service Level Management (SLM)
Creating Service Level Agreements
Setting Urgency and Impact Fields for Incident Records
Back to top
Setting Up Employee Self-Service
Scenario for Employee Self-Service
Process of Setting Up Employee Self-Service
About Creating Employee Self-Service Forms
Importing a Preconfigured Employee Self-Service Form
Customizing a Preconfigured Self-Service Form
Designing Employee Self-Service Requestor Forms
Preventing Duplicate Record Creation
Populating a Field in a Form
Creating an Employee Self-Service Summary Form
Linking Self-Service Forms to the Inbox
Linking ESS Forms, Literature, and Solutions to Employee Directory
Associating ESS Forms with Employee Directory
Releasing and Testing Employee Self-Service Forms
Accessing and Submitting Self-Service Forms
Back to top
Setting Up Siebel Projects for HelpDesk
Project Collaboration Management
Scenario for Siebel Projects
Process of Setting Up Siebel Projects
Project Activity Templates and Activities
Virtual Collaboration and the Project Center
Project Summary and Project Center Pages
Browsing Projects (End User)
Creating Projects (End User)
Adding Project Team Members (End User)
Creating a Project Activity Plan (End User)
Adding a Description to the Project Summary (End User)
Updating and Tracking Project Information (End User)
Adding Graphics to Project Summary Pages (End User)
Adding News Content to a Project (End User)
Back to top
Siebel HelpDesk Connector for Oracle Enterprise Manager
About the Siebel HelpDesk Connector
Web Services for the Siebel HelpDesk Connector
Back to top
| 
