Self Services User's Guide

www.bmc.com

BMC Service Desk Express 9.6

Self Service Desk and Client Services Administrators Guide

March 2008

If you have comments or suggestions about this documentation, contact Information Design and Development by email at [email protected].

Contacting BMC Software

You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities.

United States and Canada

Address BMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827 USA

Telephone 713 918 8800 or800 841 2031

Fax 713 918 8000

Outside United States and Canada

Telephone (01) 713 918 8800 Fax (01) 713 918 8000

Copyright 1998, 20042008 BMC Software, Inc.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners.

IT Infrastructure Library is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc., under license from and with the permission of OGC.

ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC.

Oracle is a registered trademark of Oracle Corporation.

BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation.

Restricted rights legendU.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.

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Customer Support

u can obtain technical support by using the Support page on the BMC Software website or by contacting Customer pport by telephone or email. To expedite your inquiry, please see Before Contacting BMC Software.

pport website

u can obtain technical support from BMC Software 24 hours a day, 7 days a week at tp://www.bmc.com/support_home. From this website, you can:

Read overviews about support services and programs that BMC Software offers.Find the most current information about BMC Software products.Search a database for problems similar to yours and possible solutions.Order or download product documentation.Report a problem or ask a question.Subscribe to receive email notices when new product versions are released.Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers, and telephone numbers.

pport by telephone or email

the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or d an email message to [email protected]. (In the Subject line, enter pID:, such as SupID:12345.) Outside the United States and Canada, contact ur local support center for assistance.

fore contacting BMC Software

ve the following information available so that Customer Support can begin working on your issue immediately:

Product information

Product name Product version (release number) License number and password (trial or permanent)

Operating system and environment information

Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or

maintenance level

Sequence of events leading to the problem

Commands and options that you used

Messages received (and the time and date that you received them)

Product error messages Messages from the operating system, such as file system full Messages from related software

If yme

License key and password information

ou have a question about your license key or password, contact Customer Support through one of the following thods:

E-mail [email protected]. (In the Subject line, enter SupID:, such as SupID:12345.)

In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance.

Submit a new issue at http://www.bmc.com/support_home.

CAssociating an event with an incident request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Chapter 3 Defining Self Service settings 31Navigator Bar options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Defining various defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Defining support categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Defining Quick Ticket templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38ontents

Preface 9

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Available documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Chapter 1 Self Service Desk Overview 13

About Self Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14About Client Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Terminology differences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Functionality in the Self Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Groups and users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Record locking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Features and benefits of the Self Service Desk and Client Services . . . . . . . . . . . . . . . 16Tasks to complete. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Chapter 2 Configuring Self Service Desk 19

Accessing the configuration and customization tools . . . . . . . . . . . . . . . . . . . . . . . . . . 20Creating a Self Service group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Giving access to the Self Service database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Adding a new staff member to the Self Service group . . . . . . . . . . . . . . . . . . . . . . 22Assigning permissions to a staff member . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Changing the default password for a staff member . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Creating a client ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Setting up a client for Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Other configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Notification Ticker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Contents 5

Defining client access information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Defining date and time information (Client Services only) . . . . . . . . . . . . . . . . . . . . . . 41Defining email categories (Client Services only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

6Defining email contacts (Client Services only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Defining languages (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Defining the security settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

About the Self Service Settings window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50About the Security Settings window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Creating a security settings record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Modifying a security settings record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Deleting a security settings record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Defining system messages (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Defining system labels (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Defining system titles (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Chapter 4 Configuring Frequently Asked Questions (FAQs) 55

Defining FAQ categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Creating an FAQ category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Adding an FAQ to an FAQ category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Viewing FAQs associated with an FAQ category . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Copying FAQ category information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Modifying FAQ category information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Deleting an FAQ category record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Defining FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Creating an FAQ record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Viewing FAQ feedback and entering comments. . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Viewing and modifying FAQ feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Modify FAQ information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Deleting an FAQ record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Chapter 5 Customizing the Self Service module 65

Customization tools overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66About the Self Service Customization Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Customizable form view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Using the ToolBar window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Style and Objects toolbar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Insert options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Property windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Guidelines for customizing components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Default forms and navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Modifying a form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Creating and modifying a navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Keyboard usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Customizing a Self Service form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Replacing default forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Creating a form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Adding a form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Modifying a form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Deleting a form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Assigning a custom form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Self Service Desk and Client Services Administrators Guide

Customizing tabs in a navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Creating tabs in a navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Secondary Navigation Link Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Action button properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Managing the Self Service Home tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Defining translated tab (navigation) labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Modifying tabs (navigation) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Deleting a navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Assigning navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Unassigning navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Customizing a pop-up window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Modifying a pop-up window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Assigning a pop-up window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Unassigning a pop-up window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Chapter 6 Using the Self Service module 95

Self Service Desk overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Client Services overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Self Service Desk and Client Services differences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Shortcut keys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Logging in to the Self Service module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Registering a new client ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Retrieving your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Troubleshooting registration problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Clearing your Internet browser cache. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Self Service Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Working with incidents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

New incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Creating an incident from a Quick Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Creating an incident from a blank form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Selecting a category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Creating an incident from an alert (Client Services only) . . . . . . . . . . . . . . . . . . . 106Adding an attachment to a record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Removing attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Viewing incidents and incident details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Viewing Quick Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Editing incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Closing an incident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Reopening incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Printing an incident. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Working with service requests (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . 112Filtering service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Viewing all service requests and service requests details . . . . . . . . . . . . . . . . . . . 113Creating a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Closing a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115Editing a service request. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115Reopening a service request. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116Printing a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Contents 7

8Working with changes (Client Services only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Viewing change requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Assessing a change request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Approving a change request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Working with purchase requests (Client Services only). . . . . . . . . . . . . . . . . . . . . . . . 120Filtering purchase requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120Viewing purchase requests details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Creating a purchase request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122Selecting inventory items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Editing a purchase request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Printing a purchase request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Working with knowledge tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124Using Frequently Asked Questions (Client Services only) . . . . . . . . . . . . . . . . . . 124Using the Knowledge Search feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Working with administration tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Updating and maintaining your client information . . . . . . . . . . . . . . . . . . . . . . . . 126Sending email to the help desk (Client Services only) . . . . . . . . . . . . . . . . . . . . . . 127

Viewing alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Alerts ticker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Alerts window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Using the Discussion Forum feature (Client Services only). . . . . . . . . . . . . . . . . . . . . 130A typical use case scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130About the discussion forum . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130Viewing topics and messages for a discussion forum . . . . . . . . . . . . . . . . . . . . . . 131Subscribing to a topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Adding new messages to a topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Replying to messages for a topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Logging off the Self Service module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Glossary 135

Index 151Self Service Desk and Client Services Administrators Guide

PA

A

Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is available on the product installation CD, on the Customer Support website (http://www.bmc.com/support_home), or both.reface

This guide describes the features for the Self Service Desk or Client Services module that install with the BMC Service Desk Express application. The Client Services module represents an extended version of the Self Service Desk module. The module that installs is determined by the license you purchase.

The Self Service Desk module is designed for the customer who only needs to enter incidents. The Client Services module supports multiple languages, and is designed for the customer who needs to enter incidents, work orders, and purchase orders. The Client Services module also allows users to access a database of Frequently Asked Questions (FAQs) and to maintain their client profile information without contacting the help desk.

udienceThis guide is written for System Administrators who set up the Self Services module, and for the users who use the Self Services module.

You can install the documentation at the same time that the application is installed. Your BMC Service Desk Express CD-ROM contains the documentation in PDF format that you can view or print.

vailable documentationThe following table lists the documentation available for BMC Service Desk Express.Preface 9

10


Ti

B

BG

BG

BG

B

BABBBM

BSe

BAYou can access product Help by clicking on Help links.

tle Description Audience

MC Service Desk Express Release Notes These documents (ReleaseNotes.pdf and ReleaseNotes.htm) contain important information about the current BMC Service Desk Express software release: new features, any pre-installation requirements, known issues, resolved issues, and documentation.

Administrators

MC Service Desk Express Quick Install uide

This guide lists requirements for hardware and software, provides procedures to quickly install the BMC Service Desk Express software, and lists references to other documents for administrator tasks.

Administrators

MC Service Desk Express Installation uide

This guide lists the hardware and software prerequisites and explains how to install the application and configure its components.

Administrators

MC Service Desk Express Administrators uide

This guide addresses how to plan for the BMC Service Desk Express application; configure and maintain list options, users and groups; set up service level agreements and knowledge search parameters; and import client data using the BMC Service Desk Express Active Directory Synchronization Configuration Wizard.

Administrators

MC Service Desk Express Users Guide This guide describes how to create and manage incidents, work orders, and whiteboards; set up inventory; and manage purchase requests (for customers with the full version of BMC Service Desk Express only).

Everyone

MC Service Desk Express Business Rules dministrators Guide

This guide describes setting up, configuring, and managing business rules.

Administrators

MC Service Desk Express Client Side usiness Rules Administrators Guide

This guide describes setting up, configuring, and managing client side business rules.

Administrators

MC Service Desk Express Change anagement Users Guide

This guide describes how to create, modify, and track change and problem requests using Change Management.

Everyone

MC Self Service Desk Express and Client rvices Administrators Guide

This guide describes how to customize and use the Self Service Desk or Client Services module (Client Services is for customers using the full version of BMC Service Desk Express only).

Administrators

MC Service Desk Express Database dministrators Guide

This guide describes how to use the Database Administration utility and provides schematic views of the main components in the database.

AdministratorsSelf Service Desk and Client Services Administrators Guide

Available documentation

BE

B

TiMC Service Desk Express Integration ngine Administrators Guide

This guide addresses how to configure and maintain integration packages and steps that transfer data from one provider to another.

Administrators

MC Service Desk Express Help The Help provides procedural information to assist you in completing tasks, and background and overview information to help you improve your understanding of the concepts and structures of BMC Service Desk Express. The Help is automatically installed as part of the BMC Service Desk Express application.

Everyone

tle Description AudiencePreface 11

12

BMC Service Desk Express 9.6Self Service Desk and Client Services Administrators Guide

Chapter

1 Self Service Desk OverviewThis section provides information about the Self Service Desk or Client Services module.

The following topics are provided: About Self Service Desk (page 14) About Client Services (page 14) Terminology differences (page 14) Functionality in the Self Service Desk (page 15) Features and benefits of the Self Service Desk and Client Services (page 16) Tasks to complete (page 17)Chapter 1 Self Service Desk Overview 13

14


A

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Tbout Self Service DeskSelf Service Desk or Client Services is installed when BMC Service Desk Express is installed based on the license you purchased.

See Self Service Desk and Client Services differences on page 97 for a detailed listing of similarities and differences between these modules.

bout Client ServicesClient Services is an innovative, highly flexible, web-based application that clients use to view, create, update, and delete incident requests, service requests, and purchase requests assigned to their account. Uses of Client Services extend beyond the help desk arena. The following examples identify how Client Services can be customized:

Submitting requests for medical appointments

Managing sales contacts

Registering for classes

Managing facilities

The Client Services module provides its extensive features in many languages. Included are translated default setups in English, French, German, and Spanish. Translated Help files are available in each language as well. If you want to offer users additional languages, those languages can be added using the Self Service Settings feature under the Self Service Administration header on the BMC Service Desk Express navigator bar.

Client Services extends the features of the Self Service Desk module. See Self Service Desk and Client Services differences on page 97 for a detailed listing of similarities and differences between these modules.

erminology differencesThe terminology used within the Self Service Desk is slightly different than in BMC Service Desk Express. The following terminology differences exist:

Incident forms are called Incident Requests.

Whiteboards are called Alerts.

Work orders are called Service Requests.

Purchase orders are called Order Requests.

Quick Tickets are called Common Incident Requests.

When this documentation refers to a Self Services module, it is referring to either the Self Service Desk or Client Services module, whichever you have installed. Self Service Desk and Client Services Administrators Guide

Functionality in the Self Service Desk

F

G

Runctionality in the Self Service Desk The Self Service Desk or Client Services module includes the same basic functionality you find within BMC Service Desk Express. See the BMC Service Desk Express Administrators Guide for a review of this functionality.

roups and usersAs with BMC Service Desk Express, groups are the basic structural element of your system and serve as the foundation upon which many other system features depend. To begin using Self Service Desk or Client Services, at least one group must be created and a staff member assigned to that group. A login ID and password are required if the Password required option was selected on the Self Service Settings window.

ecord lockingTo prevent users from updating the same record at the same time, you can implement record locking and record unlocking.

How records get lockedThe record locking feature makes sure that only the first person to open an existing record can modify its contents. When a second user tries to open that same record before the first user has closed it, a message notifies this user that the record is in use and opens in a read-only mode.

If a module is launched and a record is opened by a user, and then an attempt is made by that same user to launch the same module and open the same record, then this message appears: Record appears to be locked by you. Do you wish to unlock it?

By default, the BMC Service Desk Express application provides record locking for several modules. To change or add to these default settings, use the Lock Configuration module from the System Administration header on the navigator bar. The Lock Configuration module allows the system administrator to:

Select the modules for which record locking should be turned on.

Identify the message variables to be included in the warning message that is generated when multiple users access the same form.Chapter 1 Self Service Desk Overview 15

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C

FaHow records get unlockedWhen a record is locked, it does not automatically unlock. To manually unlock a record, you must do the following tasks:

Use the Unlock Records module to unlock the record. The Unlock Records module is located on the BMC Service Desk Express navigator bar under the System Administration header.

Exit and re-launch the module to refresh and unlock the record.

ustomizationIn Self Service Desk, administrators can customize the interface to the individual customer level. Default forms can be changed to adapt for use as registration forms for training, self-service appointment scheduling for medical appointments, and many other uses.

eatures and benefits of the Self Service Desk nd Client Services

The following table lists the features and benefits of the Self Service Desk and Client Services:

Table 1-1: Features and benefits

Features Benefits

Customizable These objects in the Self Service modules can be customizedthe navigation, pop-up windows, screen layout, and custom modules that you createwithout requiring programming knowledge or tools. This allows you to create the exact look and feel you want, including adding your own logos.

Browser-based, browser-independent

Browser-based means no software required so you can provide access to your clients without requiring anything more than a browser and an ID. This translates into low cost and instant access.

Three-tier data segregation You can create unique environments individually tailored to each of your clients at the individual, departmental, or company level. This information is kept separate and secure all in one system.

One-screen design Intuitive screen design is clear and easy to use without any special training.

Multi-language support (Client Services only)

Navigation and form labels can be automatically translated from one language to another allowing you to provide multi-lingual environments. English, Spanish, French, and German are available by default, and other languages can easily be added.Self Service Desk and Client Services Administrators Guide

Tasks to complete

Tasks to complete Verify that the following activities have been performed in BMC Service Desk Express before you begin to use the Self Service module:

Quick ticket templates or common incidents are designed to simplify the task of creating incidents. Before you begin to work in the Self Service module, verify that quick ticket templates already exist in the BMC Service Desk Express product. If no templates exist, they must be created before you can begin to create an incident from a quick ticket template. See the BMC Service Desk Express Administrators Guide for information about creating quick ticket templates.

The Client Services module allows you to create incidents, service requests, and purchase requests. A client and category are associated with each of these types of records. Client and category records should be set up in BMC Service Desk Express before you start to use the Self Service module. For more information about creating client records, see the BMC Service Desk Express Users Guide. For more information about creating category records, see the BMC Service Desk Express Administrators Guide.

Self help (create tickets, check ticket statuses, contact us)

Lower your call volume by allowing users to view, create, and update information without having to call the help desk. If users cannot locate the information they are looking for, or need additional guidance, they can quickly and easily email Support for assistance.

Multi-purpose support Client Services allows you to provide access to service and maintenance requests, order entry, and to update client information, creating a tighter relationship between you and your clients.

Self registration (Client Services only)

Clients can gain immediate access without waiting for an account to be set up for them.

Knowledge search and FAQs Self help through search engines and FAQs help clients find solutions quickly and easily without calling the help desk. This results in lower cost with higher satisfaction. FAQs apply to Client Services only.

Event/notification ticker Communicate global events to users as they occur by simply adding an entry in BMC Service Desk Express. This information can be turned into a ticker-style message that users can view.

Fully supported by the BMC Service Desk Express Management engine

Directly integrate with all BMC Service Desk Express back-end functionality to provide an effective user front-end to BMC Service Desk Express.

Table 1-1: Features and benefits (Continued)

Features BenefitsChapter 1 Self Service Desk Overview 17

18

BMC Service Desk Express 9.6 Incidents can be created from an event (also called a whiteboard). For an event to be accessible from a Self Service module, the Display in Self Service check box must be selected on each Whiteboard window. If you intend to use events to create incidents, be sure events have been selected for viewing in the Self Service module.

Discussion forums are now available in BMC Service Desk Express that allow users to subscribe to different discussion groups to collaborate and work on a topic of choice. For a discussion forum to be accessible from the Self Service module, the Visible in Self Service check box must be selected on the Collaboration Forum window. For more information, see the collaborative workspace section of the BMC Service Desk Express Userss Guide.

Windows in Self Service are customizable. You should have already completed the appropriate customizations to either the forms, navigation, or pop-up windows. For more information, see Chapter 5, Customizing the Self Service module on page 65.

Most importantly, be sure you have defined the settings you want to use to govern the Self Service module. This specifically includes the categories, email categories, quick tickets templates, and email contacts. See the BMC Service Desk Express Administrators Guide for instructions if necessary.Self Service Desk and Client Services Administrators Guide

Chapter

2 Configuring Self Service DeskThe Self Service modules (Self Service Desk or Client Services) allow you to extend tools to external and internal users to assist them in entering their own incidents into the system. During the BMC Service Desk Express installation, a separate directory is created for the Self Service module (HelpDesk is the default).

The following topics are provided: Accessing the configuration and customization tools (page 20) Creating a Self Service group (page 20) Giving access to the Self Service database (page 22) Changing the default password for a staff member (page 25) Creating a client ID (page 26) Setting up a client for Change Management (page 28) Other configurations (page 29)Chapter 2 Configuring Self Service Desk 19

20


Ato

Cccessing the configuration and customization ols

After BMC Service Desk Express is installed, you can access the configuration and customization tools from the Self Service Administration header on the navigator bar. This area allows you to:

Define the default login ID for accessing Self Service Desk or Client Services and the default options you want to make accessible to the user.

Define the security settings.

Customize the forms, navigation, and pop-up windows.

Before you start the Self Service default configuration activities, you must:

Create a Self Service group. Groups are basic to BMC Service Desk Express.

Create and assign a staff member with system administrator privileges to the Self Service group.

NOTE This staff member is not designed to function as a real person. It is simply an account that allows Self Service to communicate with the BMC Service Desk Express database.

reating a Self Service groupTo begin using the Self Service module, you must create a client ID for each user who you expect is going to use the Self Service module. Clients should be assigned to groups.

Creating a group is a two-step process:

Step 1 Create the group.

Step 2 Assign permissions to the group. You can assign the default permissions or modify these permissions for a group.

Name the group with a name that indicates the group is a Self Service Desk or Client Services group, for example, Self Service Desk or Client Services.

NOTE The Self Service group should not be segregated in the database. If the Self Service group is segregated, the user might encounter problems logging on to the Self Service module.Self Service Desk and Client Services Administrators Guide

Creating a Self Service groupX To create a new group1 In BMC Service Desk Express and from the System Administration header on the

navigator bar, click Groups.

The Group window appears.

Figure 2-1: Group window

2 In the Group ID box, type a unique alphanumeric identifier (for example, Self Service Desk or Client Services).

3 In the Location box, type the physical location from which this group operates.

4 To define the current group as a child to a parent group, click the drop-down arrow and select the parent group.

5 In the Comments box, type any comments you want to save with the current group record (for example, information about how this group is set up, about permissions, and so on).

6 On the toolbar, click Save.

7 On the menu bar, click Actions, then Set Group Permissions. The Permissions window appears.

8 Do one of the following tasks:

Keep the default permissions assigned by the system. Click OK to exit the Permissions window.

Customize the permissions for the current group. Go to step 9.

9 For the Self Service user, be sure all permissions check boxes are selected (most are selected by default). Chapter 2 Configuring Self Service Desk 21

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G

A10 Click Apply.

Most check boxes on the window appear dimmed.

11 Click OK.

iving access to the Self Service databaseTo give access to the Self Service database, you must add a new staff member to the Self Service group. This staff member functions as the system administrator or group administrator for the Self Service module.

dding a new staff member to the Self Service group

X To add new staff member to the Self Service group1 In BMC Service Desk Express and from the System Administration header area on

the navigator bar, click Groups.

The Group window appears.

2 On the toolbar, click Find.

The Select From Groups window appears.

3 Double-click the name of your Self Service group.

4 The Group window reappears.

The name of the Self Service group appears in the Group ID box.

5 In the details area at the bottom of the window, right-click to access a menu and click Add New Staff to Group.

The Staff window appears.

6 In the Personnel Information area, fill in the following information:

a Login IDType a unique alphanumeric identifier for the staff member.

NOTE This login ID and the group name must be different.

A Self Service user sees this login ID in the Support Staff column in the incident request details section on the Incident Request form. This login ID is used often to configure Self Service in the future, and is used repeatedly by BMC Service Desk Express processes.

b PhoneType the telephone number of the staff member.

c Ext.Type the extension of the staff member.

d First NameType the first name of the staff member.

e Last NameType the last name of the staff member.Self Service Desk and Client Services Administrators Guide

Giving access to the Self Service database

Af EmployerType the name of the staff members employer.

g Job FunctionClick the button next to this box and select the appropriate role or title of the staff member.

h # of Incidents AssignedThis read-only box tracks the number of incidents assigned to the current staff member.

7 In the Communication Information area, fill in the following information:

a Work ScheduleClick the drop-down arrow and select the appropriate work schedule for the staff member.

b Time ZoneClick the drop-down arrow and select the appropriate time zone in which the current staff member is located.

c FaxType the fax number for the staff member.

d Email AddressType the email address for the staff member.


The Group window reappears.

ssigning permissions to a staff member1 From the Staff tab in the details area at the bottom of the window, double-click the

staff record to which you want to assign permissions.


2 On the Actions menu, click Set Staff Permissions.

The Select From Staff window reappears.

3 Double-click the appropriate Self Service staff record. This second selection is necessary in case a staff member is assigned to more than one group. Chapter 2 Configuring Self Service Desk 23

24

BMC Service Desk Express 9.6The Permissions window appears.

Figure 2-2: Permissions window

4 Do one of the following tasks:

5 For the Self Service user, make sure all permissions check boxes are selected (most are selected by default). Also select the Group Administrator and System Administrator check boxes.

6 Click Apply.

Most check boxes on the window appear dimmed.

7 Click OK to exit the Permissions window.

The Staff window reappears.


The Group window reappears.

If you want to Then

Keep the default permissions assigned by the system.

Click OK to exit the Permissions window.

Customize the permissions for this group.

Go to step 5.Self Service Desk and Client Services Administrators Guide

Changing the default password for a staff member

Cmhanging the default password for a staff ember

The default Login ID is MAGIC. The default password is magic. BMC recommends you change the default password to a different password.

NOTE BMC Service Desk Express does not permit users (including System and Group Administrators) to modify their own login IDs.

X To change the default password for a staff member1 In BMC Service Desk Express, and from the System Administration header on the

navigator bar, click Staff.


2 On the toolbar, click Find.

The Select Staff window appears.

3 Double-click the Self Service staff record for which you want to change the default password.

The Staff window reappears and fills in with information from the selected staff record.

4 On the Actions menu, click Staff Availability. The Staff Availability window appears. The read-only boxes fill with information from the selected staff record.

5 Click Change Password.

The Change Password for User window appears.

Figure 2-3: Change Password for User window

6 In the New Password box, type the new password.

7 In the Confirm New Password box, re-type the password you typed in the New Password box.Chapter 2 Configuring Self Service Desk 25

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C8 On the toolbar, click Save.

A confirmation message appears and indicates the password is successfully changed, and that the staff member must log off and log in using the new password.

NOTE The staff member for which the password has changed should be notified to log off and log back on to the system with the new password.

9 Click OK to exit the message window.

10 Close the Change Password window.

You can change the password information for a staff member as often as necessary.

reating a client IDThe Self Service module is a client-based module. That means a client ID is required to log in to this module. You must create a client ID for every user who uses the Self Service module. By default, the Password field is clear. However, this default can be overridden so that passwords are required.

NOTE When using the Self Service module, the terms Login ID and Client ID both see a client ID.

X To create a client ID1 In BMC Service Desk Express, and from the Client Management header, click

Clients.

The Client window appears.

2 In the Client Information area, fill in the following information:

a Client ID (required)Type the unique alphanumeric identifier you want to assign to the current client record.

b PhoneType the telephone number of the client.

c Ext.Type the extension of the client.

d PositionClick the button next to this box and select the position the client holds in the company.

e First Name (required)Type the first name of the client.

f Last Name (required)Type the last name of the client.Self Service Desk and Client Services Administrators Guide

Creating a client IDg Urgency IDClick the drop-down arrow and select the default urgency you want to assign when creating incidents for the current client.

NOTE You can associate an Urgency ID with a whiteboard, category, company, department, or client. If you specify a duration on the priority record, the due date is calculated and fills in the Due Date box whenever the current client is selected on an incident form.

3 In the Company Information area, do the following tasks:

a To segregate data by company, click the Company ID drop-down arrow and select the company where the client works. The adjacent read-only box fills in when the company ID is selected.

b To segregate data by department, click the Department ID drop-down arrow and select the department where the client works. The adjacent read-only box fills in when the department ID is selected.

4 In the Address Information area, type in the following information:

a BuildingName of the building where the client works.

b Mail DropMail drop of the client.

c Room/CubeLocation in the building where the client works.

d AddressMailing address of the client.

e CityName of the city where the client resides.

f StateName of the state where the client resides.

g Postal CodePostal code where the client resides.

h Email AddressEmail address of the client.

i FaxFax number of the client.

j Automatically display comments when opening IncidentSelect this check box if you want a Client Comments window to appear when an incident with the current client assigned is opened. Any comments assigned to the client appear in the Client Comments window.

5 In the Self Service Support Staff section, click the Staff ID, and select a login ID for a staff member.

The client ID is linked to the selected staff ID. For more information, see Setting up a client for Change Management on page 28.

NOTE This step is required to allow clients to assess and approve change requests in Client Services. Because a staff ID can be assigned to multiple groups, if any associated group allows that staff ID to approve or assess changes, the client ID linked to that staff ID is granted those permissions.

6 On the toolbar, click Save.Chapter 2 Configuring Self Service Desk 27

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Setting up a client for Change ManagementIf a client is assigned to a change assessment or change approval role in BMC Service Desk Express, then you must create a staff ID for that client and link it to the client ID.

For example, Jane Smith is a client who can assess change requests. Her client ID is JANESMITH. She has a staff ID that is also JANESMITH and that is a member of the group CHANGE ASSESS. Her staff ID is linked to her client ID so that she can see and assess change requests in Client Services.

The Change tab is only visible in Client Services when a client ID has been assigned change assessment or approval permissions.

IMPORTANT If the staff ID is not assigned to a group, the client cannot view approvals or assessments in Client Services, even if the client ID and staff ID are linked.

NOTE BMC recommends that you link one client ID to one staff ID. If you link multiple clients to one staff ID, you cannot track which client assessed or approved a change request.

X To set up a client for Change Management1 In BMC Service Desk Express, create a staff ID and assign it to a group.

This group can be one created specifically for change management. For more information, see Setting up the system in BMC Service Desk Express Administrators Guide.

2 Create a client ID.

See Creating a client ID on page 26.

3 In the Client form, link the staff ID to the client ID.

a In the Self Service Support Staff section, click the Staff ID button.

The Select Staff window appears.

b Double-click a login ID for a staff member.

The client ID is linked to the selected staff ID.

4 Save the records.Self Service Desk and Client Services Administrators Guide

Other configurations

O

Nther configurationsThe following features are available to Self Service module users:

Notification Ticker

Events (Whiteboards)

otification TickerThe Notification Ticker available in BMC Service Desk Express is also available in the Self Service module, and is intended to make announcements related to global problems, such as an email server that is no longer work, or events, such as a company picnic.

The content of the notification ticker is created and controlled using the Whiteboard option on the BMC Service Desk Express navigator bar. Whiteboard notices, by default, are not available to Self Service module users unless designated to appear there.

Figure 2-4: Display in Self Service Check Box on the Whiteboard windowChapter 2 Configuring Self Service Desk 29

30


AThe Display in Self Service check box on the Whiteboard window must be selected for Self Service module users to be able to view notification tickers used in BMC Service Desk Express. If multiple whiteboard notices are selected, multiple whiteboards (events) appear in the Self Service module.

NOTE When multiple whiteboards are selected, these messages appear one after the other in the ticker area in the Self Service module. Be careful when selecting multiple whiteboards.

When a whiteboard is closed, that notice no longer appears in BMC Service Desk Express or the Self Service module regardless of the expiration date.

NOTE In the Client Services module, a whiteboard is called an Event.

ssociating an event with an incident requestIn the Client Services module, a user can automatically associate an incident request with an event. The Select an Event option on the Client Services navigation allows you to create an incident request from a whiteboard record as long as you can view the whiteboard in the Client Services module.Self Service Desk and Client Services Administrators Guide

Chapter

3 Defining Self Service settingsThe Self Service Settings area is primarily used to define any defaults and conditions you want to apply to the Self Service module.

The following topics are provided: Navigator Bar options (page 32) Defining various defaults (page 33) Defining support categories (page 36) Defining Quick Ticket templates (page 38) Defining client access information (page 39) Defining date and time information (Client Services only) (page 41) Defining email categories (Client Services only) (page 44) Defining email contacts (Client Services only) (page 45) Defining languages (Client Services only) (page 47) Defining the security settings (page 49) Defining system messages (Client Services only) (page 53) Defining system labels (Client Services only) (page 54) Defining system titles (Client Services only) (page 54)Chapter 3 Defining Self Service settings 31

32


Navigator Bar optionsTable 3-1 identifies to which Self Service module the option applies.

If you did not purchase a license for the expanded Client Services module, and you attempt to access an option on the Self Service Settings navigator bar that only applies to Client Services, an error message is generated.

Table 3-1: Navigator Bar options

Navigator Bar Option Self Service Desk Client Services

Defaults Yes YesCategories Yes YesQuick Tickets Yes YesClient Access Yes YesDate & Time No YesEmail Categories No YesEmail Contacts No YesLanguages No YesSecurity Settings No YesSystem Messages No YesSystem Labels No YesSystem Titles No YesSelf Service Desk and Client Services Administrators Guide

Defining various defaults

Defining various defaultsFrom Self Service Administration, you can define various default settings.

X To define various defaults1 In BMC Service Desk Express and from the Self Service Administration header on

the navigator bar, click Self Service Settings.

The Self Service Settings - Defaults window appears.

Figure 3-1: Self Service Settings - Defaults window

From the Self Service Settings - Defaults window, you can configure the database access using the staff member and group you created for the Self Service module. You can also define a staff member or group as the default recipient of all new requests created in either Self Service Desk or Client Services, and explain how the module uses the knowledge search feature.

NOTE Before deleting a staff member or group, make sure it is not designated as a default on this window.Chapter 3 Defining Self Service settings 33

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BMC Service Desk Express 9.62 In the Database Access area, do the following actions:

a Login IDClick the drop-down arrow and select the staff member you want to designate as the default for accessing the Self Service module. The Login ID and Group boxes fill in with information for the selected staff member.

b PasswordType a unique alphanumeric identifier to use when accessing the Self Service module. The default is magic.

NOTE BMC recommends that you change this password.

c ValidateClick this button to verify that the entry in the Password box is valid.

d GroupThis box fills in when the Login ID is selected. Click the drop-down arrow to select a different group if necessary. The Login ID is refreshed with the name of the staff member for the selected group.

3 In the Create New Incident Defaults area, do one or more of the following actions:

To identify a staff member as the default to which all new incidents are assigned, click the Assigned To Login ID drop-down arrow and select the appropriate staff member. The Assigned To Login ID and Group boxes fill in with information from the selected record.

To identify a group as the default to which all new incidents are assigned, click the Group drop-down arrow and select the appropriate group. When assigning only a group, the login ID box should be clear.

Leave the Incident Resolution Required On Close check box clear if you want to be able to close an incident even when the Resolution box is clear.

Select the Incident Resolution Required On Close check box to require that the Resolution box be filled in before an incident is closed.

To use the Self Service common incident request form as the default when creating a new incident request, click the Launch form from Quick Ticket Template drop-down arrow and select the appropriate form.

4 In the Create New Work Order Defaults area, do one of the following actions:

To identify a staff member as the default to which all new work orders (service orders) are assigned, click the Assigned To Login ID drop-down arrow and select the appropriate staff member. The Assigned To Login ID and Group boxes fill in with information from the selected record.

To identify a group as the default to which all new work orders (service orders) are assigned, click the Group drop-down arrow and select the appropriate group. When assigning only a group, the login ID box should be clear.Self Service Desk and Client Services Administrators Guide

Defining various defaults5 In the Create New Purchase Requests Defaults area, do one of the following actions:

To identify a staff member as the default to which all new purchase requests (purchase orders) are assigned, click the Assigned To Login ID drop-down arrow and select the appropriate staff member. The Assigned To Login ID and Group boxes fill in with information from the selected record.

To identify a group as the default to which all new purchase requests (purchase orders) are assigned, click the Group drop-down arrow and select the appropriate group. When assigning only a group, the login ID box should be clear.

6 By default, a password is not required when logging in to the Self Service module unless you designate it as required.

To designate a password as required, from the Self Service Login Configuration area of the window, select the Password Required check box.

NOTE A password can be assigned to a user on the window you access when you select Client Access on the Self Service Settings navigator bar. A user can also use the Register Now feature in Client Services to create a client ID and password quickly.

7 The Knowledge Search Options area of the window is used to define whether the incidents a user submits require the description or resolution box, or both, be filled in with text from a knowledge search, and if a resolution is found, whether the incident should be designated as closed. These boxes do not impact a users ability to use the knowledge search feature.

Do one or more of the following actions:

Select the Log Call On Solution Found check box if you want to generate an incident only when a similar incident is found during a knowledge search. In this case, the Solution button on the Knowledge Search form is available (not dimmed) when a record is selected with the appropriate search results. When you click the Solution button, an incident is created and the Resolution box on the selected incident fills in.

Select the Log Call On Solution Not Found check box to generate an incident even when a similar incident is not found during a knowledge search. An unresolved incident is generated and no data is copied to the Resolution box.

Select the State On Solution Found check box to identify the state (O=Open or C=Closed) if you want an incident to be recorded when a client has searched the knowledge base and found a resolution. Chapter 3 Defining Self Service settings 35

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DFor example, even if the client finds a solution to a problem, you might want to record the fact that an issue existed. Using the state of C would log an incident and then automatically close the incident where the state of O would leave the incident open.

NOTE BMC recommends this option be used with the state of C.

Select the State On Solution Not Found check box to identify the state (O=Open or C=Closed) in which you want an incident to be recorded when a client has searched the knowledge base and no solution was found. In this case, an incident can be automatically created if you select the state of O.

NOTE BMC recommends this option be used with the state of O.


efining support categoriesThe Support Categories window allows you to identify the list of the categories you want to appear in the Self Service module. The ability to filter the categories you want to appear in the Self Service module keeps the Category Tree list from becoming too large.

X To define support categories1 In BMC Service Desk Express and from the Self Service Administration header on



2 On the Self Service Settings navigator bar, click Categories. Self Service Desk and Client Services Administrators Guide

Defining support categoriesThe Self Service Settings - Support Categories window appears.

Figure 3-2: Self Service Settings - Support Categories window

The Available Categories list represents all the categories currently defined in BMC Service Desk Express. If no categories are set up, this list is clear.

3 Do the following actions:

a In the Available Categories list, click the appropriate category, and click Add.

The selected category moves to the Selected Categories list.

b Repeat step 3a until all the categories you want a user to access in the Self Service module are listed in the Selected Categories list.

NOTE Double-clicking acts as a toggle to move categories back and forth between the Available Categories and Selected Categories lists.

4 To position the most used categories at the top of the list, use the Up and Down buttons to position the selected categories.

NOTE If a category is already at the top of the list, the Up button is not available (appears dimmed). If a category is already at the bottom of the list, the Down button is not available (appears dimmed).Chapter 3 Defining Self Service settings 37

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D5 Do the following tasks:

a If you decide you no longer want users to access a particular category, click the appropriate category in the Selected Categories list, and click Remove.

b Repeat step 5a until all appropriate categories are removed from the Selected Categories list.


efining Quick Ticket templatesThe Quick Tickets window is used to identify a limited set of quick tickets to be available in the Self Service module. Default quick ticket templates are provided in BMC Service Desk Express.

X To define quick ticket templates1 In BMC Service Desk Express and from the Self Service Administration header on



2 On the Self Service Settings navigator bar, click Quick Tickets.

The Self Service Settings - Quick Ticket Templates window appears.

Figure 3-3: Self Service Settings - Quick Ticket Templates window

The Available Quick Tickets list represents all the quick tickets currently defined in BMC Service Desk Express. If no quick tickets are set up, this list is clear.Self Service Desk and Client Services Administrators Guide

Defining client access information

D3 In the Available Quick Tickets list, do the following tasks:

a Click the appropriate quick ticket and click Add. The selected quick ticket moves to the Selected Quick Tickets list.

b Repeat step 3a until only the quick tickets you want a user to access in the Self Service module are listed in the Selected Quick Tickets list.

NOTE Double-clicking acts as a toggle to move quick tickets back and forth between the Available Quick Tickets and Selected Quick Tickets lists.

4 To position the most used categories at the top of the list, use the Up and Down buttons to position the selected categories.

NOTE If a category is already at the top of the list, the Up button is not available. If a category is already at the bottom of the list, the Down button is not available.

5 In the Selected Quick Tickets list, do the following tasks:

a If you decide you no longer want a user to access a particular quick ticket, click the appropriate quick ticket in the Selected Quick Tickets list, and click Remove.

b Repeat step 5a until only the quick tickets you want a user to access in the Self Service module are listed in the Selected Quick Tickets list.


efining client access informationA client is any user you want to have access to the Self Service module. The Client Access area is where you define a password for those clients, and identify how to filter incidents for each client. Make sure the appropriate clients are set up in the BMC Service Desk Express database before you start this procedure.

NOTE By default, no password is required to log in to the Self Service module. However, if a client is an external client, BMC recommends that a password be set up, assigned, and required.

X To define client access information1 In BMC Service Desk Express and from the Self Service Administration header on



2 On the Self Service Settings navigator bar, click Client Access. Chapter 3 Defining Self Service settings 39

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BMC Service Desk Express 9.6The Self Service Settings - Client Access window appears.

Figure 3-4: Self Service Settings - Client Access window

3 In the Client Information area, do the following tasks:

a On the toolbar, click Find and select the appropriate client. The read-only boxes in the Client Information area fill in with information from the selected client. By default, the Self Service Password box is clear.

If a company is selected on the client record, then the Access to Company records option is available.

If a department is selected on the client record, then the Access to Department records option is available.

NOTE A company and department can be selected on the same Client record.

b In the Self Service Password box, type the default password you want the current client to use when accessing the Self Service module.

4 In the Filter for Self Service Pop-ups area, select the appropriate option (these options are mutually exclusive so you can select only one):

Access to Company recordsThis option is available only if the selected client is associated with a company. Select this option if you want to allow a user access to any records created by a client who shares the same company ID.

Access to Department recordsThis option is available only if the selected client is associated with a department. Select this option if you want to allow access to a clients own records and any records created by a client who shares the same company and department IDs.

Client Access Only (default)This option is selected by default and allows access only to a clients own records. This option is usually selected when a client is not associated with either a company or department. Self Service Desk and Client Services Administrators Guide

Defining date and time information (Client Services only)

DS5 On the toolbar, click Save.

NOTE The Reset Form button on the toolbar can be used to clear the form if appropriate.

6 Repeat steps 1 through 5 to define a password for each appropriate client.

efining date and time information (Client ervices only)

The Date & Time window is used to configure the format for date and time boxes in the Self Service module. This feature is designed to assist you with conformance with regional settings and applies only to the Client Services module.

X To define date and time information1 In BMC Service Desk Express and from the Self Service Administration header on



2 On the Self Service Settings navigator bar, click Date & Time.

The Self Service Settings - Date and Time Configuration window appears.

Figure 3-5: Self Service Settings - Date and Time Configuration windowChapter 3 Defining Self Service settings 41

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BMC Service Desk Express 9.6Date and time styles are determined according to the language and can be different for each language. The default settings for each language are provided in Table 3-2.Table 3-2: Default settings

The General Defaults column identifies the default settings when no language is selected.

3 On the toolbar, click Find to select the language you want to use to define the date and time style and format.

Appropriate boxes fill in with information from the selected language.

NOTE If you want to display the date and time in more than one language, you must define the date and time settings for each language.

4 Do one or more of the following tasks:

a In the Day box, the default setting is DD for a two-digit format (01-09). You could select D for a single-digit format (1-9), however, BMC does not recommend that you change the default since two-digit numbers are required to properly designate most days of the month.

b In the Month box, the default setting is MM for a two-digit format (01-09). You could select M for a single-digit format (1-9), however, BMC does not recommend that you change the default since the months of October, November, and December require a two-digit month format.

c In the Year box, the default setting is YY for a two-digit format (for example, 05 for the calendar year 2005). You can select YYYY for a four-digit format (for example, 2005 for the calendar year 2005).

Date and Time Options

General Defaults

English Defaults

Spanish Mexican Defaults

German Standard Defaults

French Defaults

Day DD DD D DD DDMonth MM MM MM MM MMYear YYYY YY YY YY YYDate Format MDY MDY DMY DMY DMYDate Separator

/ (slash) / (slash) . (period) . (period)

Hour Format 12 Hour 12 Hour 12 Hour 24 Hour 24 HourTime Separator

: (colon) : (colon) : (colon) : (colon)

AM Symbol AM AMPM Symbol PM PMSelf Service Desk and Client Services Administrators Guide

Defining date and time information (Client Services only)d Select the Date Format option that defines the order you want the date components to appear if other than the default is required. Available options are:

DMY: Select this option if you want the date to appear in this format: day/month/year with the designated separator.

MDY (default): Select this option if you want the date to appear in this format: month/day/year with the designated separator.

YMD: Select this option if you want the date to appear in this format: year/month/day with the designated separator.

e In the Date Separator box, type the separator you want to use between the date components (for example, "/", "-", "_", and so on).

f Do one of the following to select the appropriate Hour Format:

12 Hour: Select this option to display the time on a 12-hour clock. Time based on a 12-hr clock divides the time of day into two time periods - a.m. for before noon and p.m. for after noon. Each period consists of twelve hours (12, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11). The a.m. period runs from midnight to noon. The p.m. period runs from noon to midnight. In a 12-hour format, October 27, 2005 at 3:46 would format as 10/27/05 3:46:00.

24 Hour: Select this option to display the time on a 24-hour clock. Time based on a 24-hour clock runs from midnight to midnight and is divided into 24 hours numbered from 0 to 23. This system is also referred to as military time. In this format, the minutes are listed in the 3rd and 4th number position (for example, 1:00 = 0100, and so on). In a 24-hour format, October 27, 2005 at 3:46 would format as 10/27/05 15:46:00.

g In the Time Separator box, type the separator you want to use between the time components (for example, "/", "-", "_", and so on).

h If the 24 Hour format was selected in step 3f, then the AM/PM Symbol options are not available (appear dimmed). If these options are available, then in the 0 - 12 and 12 - 24 boxes, type the symbols you want to use for the 12 Hour format (AM, PM, a.m., p.m., and so on).

5 Repeat steps 1 through 4 for each language for which you want to define date and time settings.Chapter 3 Defining Self Service settings 43

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Doefining email categories (Client Services nly)

The Email Categories window is used to identify a limited set of categories to be available in the Self Service module. Default categories are provided in BMC Service Desk Express. This functionality applies only to the Client Services module.

X To define email categories1 In BMC Service Desk Express and from the Self Service Administration header on



2 On the Self Service Settings navigator bar, click Email Categories.

The Self Service Settings - Email Categories window appears.

Figure 3-6: Self Service Settings - Email Categories window

The Available Categories list represents all the categories currently defined in BMC Service Desk Express. If no categories are set up in BMC Service Desk Express, this list is clear.

3 To define the categories you want to view in the Self Service module, do one or more of the following tasks:

AddClick this button to move the highlighted category from the Available Categories list to the Selected Categories list. Repeat this process for each category you want to access in the Self Service module.

RemoveClick this button to move the selected category from the Selected Categories list to the Available Categories list.Self Service Desk and Client Services Administrators Guide

Defining email contacts (Client Services only)

DNOTE Double-clicking acts as a toggle to move a category back and forth between the Available Categories and Selected Categories lists.

The Available Categories list represents the categories that exist in BMC Service Desk Express. The Selected Categories list represents the categories you selected to appear in the Self Service module.

4 To define the order of the category listing, do the following tasks:

UpIn the Selected Categories list, click this button to move a category up in the list.

NOTE If the category is already at the top of the list, the Up button is not available.

DownIn the Selected Categories list, click this button to move the category down in the list.

NOTE If the category is already at the bottom of the list, the Down button is not available.


efining email contacts (Client Services only)The Email Contacts window is used to identify the email addresses of the clients you expect to email the help desk from Client Services module. These email addresses allow you to route requests to different departments such as Desktop Support, Human Resources, Facilities, and so forth. These client records can be updated in the Client Services module.

X To define email clients1 In BMC Service Desk Express and from the Self Service Administration header on



2 On the Self Service Settings navigator bar, click Email Contacts. Chapter 3 Defining Self Service settings 45

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BMC Service Desk Express 9.6The Self Service Settings - Email Contacts window appears.

Figure 3-7: Self Service Settings - Email Contacts window

This window is clear until you start to create and add records.

3 Click the Add button to the right of the list box.

The Client Details window appears.

4 On the Client Details window, do the following tasks:

a In the Client Name box, type the name of the appropriate contact.

b In the Email Address box, type the email address for the contact.

c Click Add. The Email Contacts window reappears. The email record is saved and appears in the email contacts list.

5 Repeat step 4 for each contact record you want to create.

6 On the toolbar, click Save.Self Service Desk and Client Services Administrators Guide

Defining languages (Client Services only)

D7 To modify the contact list, do one of the following tasks:

To modify a record, select the record and click the Modify button next to the records list. The Client Details window appears. This window is identical to the window that appeared when you created the contact record. Revise the appropriate information. On the toolbar, click Save.

You can arrange the order of the contact records so that the most frequently used contacts appear at the top of the list. To arrange contact records, select the appropriate record and click the Up or Down button next to the records list.

NOTE If the selected record is already at the top of the list, the Up button is not available. If the selected record is already at the bottom of the list, the Down button is not available.

If you decide you want to remove a contact record from the list, then select the appropriate record and click the Remove button next to the records list. The record no longer appears in the contact list.

efining languages (Client Services only)The Languages window is used to define which languages you want a user to be able to select and view when accessing and using the Client Services module. The Client Services module supports four languages: English, French, German, and Spanish.

X To define languages1 In BMC Service Desk Express and from the Self Service Administration header on



2 On Self Service Settings navigator bar, click Languages. Chapter 3 Defining Self Service settings 47

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BMC Service Desk Express 9.6The Self Service Settings - Languages window appears.

Figure 3-8: Self Service Settings - Languages window

The Client Services module supports four languages. By default, all four languages are designated to appear when you log in to the module (the Display Multi Languages check box is selected), and in the order they appear on this window. English is set as the language that is used throughout the Client Services module (the Default column that corresponds to English is selected).

3 Verify that the Helpdesk virtual directory is loaded and running. To verify, simply launch this URL: http:///Helpdesk.

WARNING If the virtual directory is not loaded and running when you configure Client Services for a different language, that language is not available to users.

4 To restrict access to all four languages, keep the Display Multi Languages check box setting (the check box is selected), and from the Display column, clear the check boxes for the languages you do not want to appear in the Client Services module.

NOTE You cannot clear the check box for the language selected in the Default column.

5 To change the default language from English to another language, keep the Display Multi Languages check box setting (the check box is selected), and from the Default column, click the appropriate option.Self Service Desk and Client Services Administrators Guide

Defining the security settings

D6 To create (add) an additional language, do the following tasks:

a Click the Add button to the right of the languages list box. The Add New Language window appears.

b In the Name box, type the name of the new language.

c In the ID box, type the ID for the new language.

d Click Add. A language creation confirmation message appears.

e Click OK. When completed, a completion confirmation message appears. The language record appears in the languages list box.

7 To delete a language record from the language list, select the appropriate record.

8 Click the Delete button next to the languages list box.

The selected record no longer appears in the list box.

NOTE You can only delete a language record that you have created.


You can use the Self Service Customization Wizard feature to manually edit forms, pop-up windows, and navigation to reflect a new language if one is added.

efining the security settingsThe Self Service Desk module has its own configuration and customization tools to configure security settings for your Self Service virtual directory.

IMPORTANT Be sure the System Administrator has completed the preliminary steps outlined on the previous pages before you begin defining the Self Service Desk defaults.

The following topics are covered:

About the Self Service Settings window (page 50)

About the Security Settings window (page 50)

Creating a security settings record (page 51)

Modifying a security settings record (page 52)

Deleting a security settings record (page 53)Chapter 3 Defining Self Service settings 49

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A

About the Self Service Settings windowUse this window to configure security settings for your Self Service virtual directory.

The terms folder and virtual directory are synonymous. A virtual directory refers to the location of a directory on the hard drive or local area network as it appears to the remote client accessing it, but is not the actual directory.

The Security Settings window contains the following information:

Self ServiceClick this button to define client services settings for users to access the Self Service module when the Anonymous Access NT authentication method is turned off.

Security Settings List (unlabeled)This area lists existing client services settings records when they are created and saved. You can modify or delete these records as necessary.

bout the Security Settings windowThe Security Settings window is used when you turn off the Anonymous Access NT authentication method. When the anonymous access feature is turned on, users are allowed to go directly to the Self Service Desk module without having to type a user name and password. When the anonymous access feature is turned off, the system must be provided information to determine who can log on to the Self Service module.

This feature is also used when multiple web applications access or point to the same database server, so metadata between the Service Desk Express and Self Service virtual directories can be quickly updated when changes occur. Creating common credentials between two virtual directories allow the quick synchronization of data. These credentials are created and saved on the Security Settings window.

The Security Settings window contains the following information:

User NameType the user name.

PasswordType a unique alphanumeric password for the user.

Domain NameType the domain name.

Server NameType the server name.

Virtual DirectoryType the virtual directory name.Self Service Desk and Client Services Administrators Guide

Defining the security settings

Creating a security settings record

X To create a security settings record1 In BMC Service Desk Express, from the Self Service Administration header on the

navigator bar, click Self Service Settings.


2 On Self Service Settings navigator bar, click Security Settings.

The Security Settings window appears.

Figure 3-9: Security Settings window

3 Click Self Service.

The following message appears.

Figure 3-10: Self Service Security Settings Message window

4 Click OK. Chapter 3 Defining Self Service settings 51

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MThe next Security Settings window appears.

Figure 3-11: Security Settings window

Documents

Self Services User's Guide