CA Service Management - 17.2

17.3 17.2 17.1 14.1
English

How to Configure the Employee and Guest Interface

This article contains the following topics:
casm172
This article contains the following topics:
You can use CA SDM to configure separate interfaces for employees and guests. You configure these separate interfaces through the Options Manager in the Administration tab. The following values control these interfaces:
  • employee_intf_incident_support
    Displays the following values:
    • Request only
    • Incident only
    • Both Incident and Request
  • guest_intf_incident_support
    Displays the following values:
    • Request only
    • Incident only
    • Both Incident and Request
 For a new installation, ITIL is configured by default value set to
Incident only
. If you are migrating from a previous non-ITIL configuration, though the options are installed, the values are set to
Request only
.
Configure the Employee Interface
You can configure the employee interface to display incidents, requests, or both.
Follow these steps:
  1. Click the Administration tab.
    The Administration console appears.
  2. Click Options Manager, Request Mgr.
    The Option List appears.
  3. Click employee_intf_incident_support.
    The Options Detail page appears.
  4. Change the Option Value field to one of the following values:
    • Incident Only
      (ITIL Default) Displays only Incident ticket types on the employee interface.
    • Request Only
      Displays only Request ticket types on the employee interface.
    • Both Incident and Request
      Displays both Incident and Request ticket types on the employee interface.
    Click Save.
  5. Click Refresh to confirm your selections.
    The Options Detail is updated.
  6. Close the Options Detail.
Configure the Guest Interface
You can configure the guest interface to display incidents, requests, or both.
Follow these steps:
  1. Click the Administration tab.
  2. Click Options Manager, Request Mgr.
  3. Click guest_intf_incident_support.
  4. Change the Option Value field to one of the following values:
    • Incident Only
      (Default) Displays only Incident ticket types on the guest interface.
    • Request Only
      Displays only Request ticket types on the guest interface.
    • Both Incident and Request
      Displays both Incident and Request ticket types on the guest interface.
    Click Save.
  5. Click Refresh to confirm your selections.
    The Options Detail is updated.
  6. Close the Options Detail.