Welcome to HP OpenView Service Desk Documentation

• Welcome to HP OpenView Service Desk
• © Copyright 1999-2002 Hewlett-Packard
• We welcome your comments
• Getting help
  • Readme file
  • Tooltips
  • Whats this help
  • Online help
  • Documentation on CD-ROM
  • User documentation and updates
  • Technical support and news letter
  • Using the Help menu
  • Finding help with the keyboard
  • Finding help using the mouse
• Starting Service Desk
  • Creating server connections
  • Logging on to Service Desk
  • Switching accounts
  • Changing your password
  • Changing time zones
  • Setting user options
    • Changing the language of Service Desk
    • Setting the font of required field labels
    • Turning on or off sounds
    • Selecting sounds
    • Changing folders of external applications
    • Determining the display of query restrictions
    • Emptying the cache
    • Changing port allocation
• Getting started
  • Understanding why Service Desk takes time
    • Making use of caching
    • Limiting sent data
    • Using search codes
  • Finding information in one click
    • Using the lookup item button
    • Using Quick View
    • Using the right view
    • Using Service Today
    • Using Quick Find
    • Using Advanced Find
  • Being the service champion
  • Getting the most from what you see
  • Using shortcut keys
  • Watch out for the Query Restriction
  • Finding hidden information
  • Copying and pasting information
  • Dragging and dropping information
  • Getting to work
    • Using Service Today
    • Using the alerting icon
    • Receiving e-mail from Service Desk
    • Sending e-mail to Service Desk
    • Using Service Desk notifications
      • Setting up the alerting icon and sound
• Using the Service Desk console
  • Starting actions
  • Customizing the shortcut bar
    • Adding a shortcut
    • Adding a group
    • Renaming a shortcut group
    • Removing a shortcut or group
    • Resetting the shortcut bar
    • Showing or hiding the shortcut bar
  • Using views
    • About views
    • Refreshing views
    • Scrolling in views
    • Using card views
      • Editing items in a form
      • Dragging and dropping with Excel
    • Using chart views
    • Using HTML Views
    • Using explorer views
      • Creating items in explorer views
    • Using table views
      • Editing items in a form
      • Dragging and dropping with Excel
    • Using tree views
  • Modifying views
    • Creating custom views
    • Changing views
      • Grouping rows in table views
      • Sorting rows in table views
    • Defining views
      • Working with views
      • Selecting fields to shown views
      • Grouping items in views
      • Sorting items in views
      • Selecting items shown in views
      • Changing fonts and colors of rows
      • Changing font and size of cards
      • Changing the appearance of chart views
      • Changing the top node of tree views
      • Changing lines depending on contents
      • Creating explorer views
        • About explorer views
        • Changing panes in explorer views
  • Using forms
    • Activating forms
    • Setting default forms
    • Setting default templates
    • Moving from field to field
    • Moving between items
    • Resizing forms
    • Using look up buttons
    • Checking spelling of entered text
    • Working with lists
    • Working with folders
    • Working with registration information
    • Using attachments
      • Adding attachments
      • Removing attachments
  • Searching data in items
    • Quick find
      • Changing the Quick Find dialog box
      • Sorting columns in the Quick Find dialog
    • Advanced find
      • Finding items using the Advanced Find dialog box
      • Using the Standard tab page
      • Using the More Choices tab page
      • Using the Advanced tab page
      • Using wildcard characters
      • Finding items that contain similar phrases or keywords
      • Saving and opening find settings
  • About toolbars
    • Creating custom toolbars
    • Customizing existing toolbars
    • Renaming toolbars
    • Changing buttons and menu commands
    • Resizing toolbar buttons
    • Resizing lists in toolbars
    • Changing sounds
• Using Service Desk items
  • What are items?
  • About folders
  • Life cycle and status
  • Creating items
    • Creating items in explorer views
    • Setting default templates
    • Creating templates
      • Saving items as templates
      • Setting and editing values
      • Setting and editing a relation to another item
      • Setting or editing type relations
      • Setting and editing relations to a list of items
  • Editing items
    • Multiple update
    • Setting default forms
  • Assigning items
    • Accepting or rejecting items
  • Copying items
  • Relating items
  • Planning work
  • Tracking work
  • Closing items
  • Deleting items
  • Categories
    • Assigning categories to items
  • Hierarchical structures
    • Adding children
    • Adding a parent
  • Free-form relations
    • Creating relations
    • Modifying relations
    • Removing relations
    • Navigating relations
  • Using history lines
    • Creating history lines
    • Finding history lines
      • Adding extra information to system lines
• Printing
  • Selecting a printer
  • Selecting paper and page options
  • Selecting a paper source
• Service calls
  • Creating service calls
  • Entering basic details
  • Describing service calls
  • About service call deadlines
  • About updating service calls
  • Running a checklist
  • Finding solutions
    • Finding similiar service calls
    • Creating a subcontract service call
  • Checking the status of service calls
    • What to do when target date is not met?
  • Contact the caller and close the service call
• Incidents
  • Creating incidents
  • Entering basic details
  • Describing the incident
  • Assigning a service level
  • About incident deadlines
  • About updating incidents
  • Working on incidents
  • Refine the incident
    • Finding similar incidents
  • Closing incidents
• Work orders
  • Creating new work orders
  • Describing work orders
  • Relating work orders
  • Relating work orders to configuration items
  • Planning work orders within changes
  • Checking the status of a work order
  • Closing work orders
• Problems
  • Creating new problems
  • Describing problems
  • Selecting configuration items
  • Categorizing problems
  • Diagnosing problems
  • Initiating changes
  • Updating related items
  • Closing problems
• Configuration items
  • Creating new configuration items
    • Using the Generate CI wizard
  • Give configuration items to users
  • Basic details
  • Entering order and financial information
  • Specifying responsibilities
  • Marking as unique or non-unique
    • Unique vs. non-unique configuration items
    • Limiting the maximum number of installations
  • Creating hierarchical structures
    • Adding parent
    • Adding children
  • Relating configuration items
    • About free-form relations
  • Withdrawing from use
• Maintenance contracts
  • Creating new maintenance contracts
  • Entering basic details
  • Adding configuration items
  • Change the validity term
• Projects
  • Creating projects
  • Describing projects
  • Selecting project manager and assigning
  • Grouping changes
  • Planning projects
  • Planning using the Gantt or Pert chart
• Changes
  • Creating changes
  • Entering basic details
  • Grouping work orders
  • Assessing risk and impact
  • Planning a change project
  • Planning using the Gantt or Pert chart
  • Closing changes
  • Planning outages
    • Incidental outage planning
    • Recurring outage planning
  • Calculating the window of opportunity
  • Updating CMDB in work orders
  • CI in another work order
• Approvals
  • Activating approval sheets
  • Creating an approval sheet
  • Modifying an approver
  • Monitoring approval sheets
  • Removing an approver
  • Checking for approval tasks
  • Voting on approval sheets
• Locations
  • Creating location items
  • Entering basic details
  • Structuring locations
• Organizations
  • Creating organization items
  • Enter basic details
  • Structuring organizations
• Persons
  • Creating person items
  • Enter basic details
• Workgroups
  • Creating workgroups
  • Entering basic details
  • Adding members to workgroups
  • Structuring workgroups
  • Adding a workgroup calendar
• Services
  • Creating services
  • Describing services
  • Service structures
    • Specifying service types
    • Selecting related services
  • Selecting configuration items
  • Checking health
  • Building service catalogs
• Service level agreements
  • Creating service level agreements
  • Describing service level agreements
  • Determining validity
  • Supplying services to customers
  • Checking status
  • Service levels
    • Creating service levels
    • Creating service levels for service level agreements
    • Creating service levels for configuration items
    • Editing service levels
    • Specifying support hours
    • Mapping impact codes to priority codes
  • Evaluating service level agreements
    • About evaluation report types
    • About performance calculations
    • Defining Service Desk metrics
    • Defining SLA reporting
    • Performing a pre-run evaluation
    • Viewing evaluation results
• Help for system administrators
  • About printing in Service Desk
  • Modifying shortcut bars
  • Changing audit policies
  • Changing general settings
    • Changing regional settings
    • Changing license details
    • Changing Password Settings
    • Setting attachment options
    • Changing the message of the day
  • Installing Service Desk
    • Updating Service Desk clients
    • Implementing your organizations needs
    • Configuring application servers
    • Creating Service Desk accounts
      • Modifying Service Desk account settings
      • Switching accounts
      • Adding or modifying database accounts
      • About working in three-tier mode
  • Giving access to Service Desk
    • Whats in a role?
    • About giving access rights to a role
    • Stopping user access
    • Creating a role
    • Including roles in roles
    • Assigning a role to an account
    • Setting Customization Rights
    • Creating an account
    • Editing an account
    • Disabling an account
    • Removing an account
    • Giving access to items
    • Refining access to items
    • Giving access to history lines
    • Setting status entitlements
    • Setting folder entitlements
    • Changing access to forms
    • Changing access to views
    • Changing access to templates
    • Changing access to actions
    • Authorizing roles for templates maintenance
    • Giving access to or hiding fields for roles
    • Setting attachment options
  • About views
    • Creating and modifying system views
    • Designing and modifying explorer views
    • Giving access to views
  • About forms
    • Creating and modifying forms
    • Giving access to forms
    • Adding, moving and removing fields
    • Adding and removing tab pages
    • Adding, moving and removing separators
    • Adding custom fields
    • Adding custom calculated fields
    • Adding an approval sheet
    • Modifying the appearance of Assignment and Full Name
  • Changing item properties
    • Changing Quick View, Quick Find, query restrictions and search results
    • Setting and modifying required fields
    • About custom fields
    • About custom calculated fields
    • Setting and modifying custom fields
    • Setting and modifying custom calculated fields
    • Enabling custom fields in a category
    • Setting copied fields
  • About checklists
    • Creating and modifying checklists
  • About templates
    • Creating templates
    • Giving access to templates
    • Set default templates
    • Creating template categories
  • About actions
    • Creating smart actions
      • Creating application commandline descriptions
      • Create a smart action example
    • Creating overview actions
    • Viewing system action comments
    • Giving access to actions
  • About archiving
    • Specifying archiving criteria
    • Naming archive files
    • Organizing archive files
    • About archiving attachments
    • Archiving information manually
    • Scheduling archiving
    • Viewing the archiving log file
    • Viewing archived information
  • About reporting
    • Creating a report for analysis
      • Generating analyzed data
      • Viewing analyzed data
    • Generating a database view
    • Generating a data dictionary
    • Setting up a report
  • Using inbound and outbound e-mail
    • About unnecessary e-mail
    • Setting up Service Desk for inbound e-mail
    • Setting up Service Desk for outbound e-mail
  • Changing codes
    • About codes
    • Setting the time allowed to solve service calls
    • Setting the time allowed to solve incidents
    • Enabling and disabling custom fields
    • Relations
      • Creating relation type codes
  • Localizing Service Desk
    • Creating a new language
    • Translating interface text
    • Continue translation where you left it
    • About the online help
  • Editing Service Desk interface text
    • Editing labels
    • Editing error messages
    • Editing Whats This? help
• Integrations
  • About Service Navigator
    • Viewing the code table
    • Defining server information
    • Receiving SN status information
  • About Internet Services
    • Using Internet Services
    • Configuring an SLA for IS
    • IS dashboard smart action
    • Downloading IS configuration data
    • Maintaining an IS Metric
  • About Data Exchange
    • Exporting data using an extractor
    • Importing data into Service Desk
    • Import mapping
    • About reconciliation
    • Viewing data exchange files
    • Creating data exchange tasks
    • Creating a task group
    • Importing Service Events
    • Admin Console Export Settings (ACES)
      • ACES Views
      • ACES Groups
      • ACES Export
      • ACES Import
    • Creating integration accounts
  • About Rules
    • Creating database rules
    • Creating UI rules
    • About actions
      • Creating an action to update Service Desk data
    • Organizing rules
    • Viewing reports
    • Viewing scheduled tasks
    • Reschedule tasks
    • Activating the agent