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Aditya Birla Management Corporate Ltd.

CHAPTER – 5: - BUILDING DATABASE RULES FOR SERVICE CALLS

From the Service Desk Client, Start ->Programs-> HP Openview Service Desk 4.5->Client->start client

 Select Tools -> system

Select Business Logic and Database rules

Select Database Rules

 Select Service Calls and Right click in the database rules window and select new rule

 Press Next

 Select the Field as Status not closed and create a condition (for Ex. 1Hr after the call has been assigned)  and Press OK

 Press Next

 Create an Action by selecting the action button and select send mail

Assign a name to the action and select appropriate email –Id’s and the message which needs to be sent when the earlier condition meets.

Press Next

Specify a name for the rule and finish and close the rule.

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CHAPTER – 6: - INSTALLING SERVICE DESK ON CLIENT’S PC & CREATING VIEWS FOR DIFFERENT VENDORS

INSTALLING CLIENT ON PC’S

The Welcome Screen…

Click on INSTALL SERVICE DESK

 Click on CLIENT MENU

Click on INSTALL VM FOR NT/98/XP à YES if it is not installed

Now click on INSTALL CLIENT

 Click on NEXT

Click on NEXT à NEXT

Click on INSTALL

 And then FINISH.

 REPORT AND VIEWS FOR DIFFERENT VENDORS.

 CREATING REPORT AND VIEWS

 Go on main menu of service desk click on Service Desk à Service Call à ADVANCED FIND and then particular format.

1) OPEN SERVICE CALLS BY WORKGROUP 

TABULAR FORMAT:

GRAPHICAL FORMAT:

OPEN SERVICE CALLS BY CALLER

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