Unicenter Service Desk provides four separate web
interfaces for different types of users. These interfaces differ
primarily in their level of access to the capabilities of the
product. Unicenter Service Desk automatically selects the
appropriate interface when the user logs in, as indicated
below:
-
The
analyst web interface
This interface is
intended for frequent users. It gives full access to all
capabilities of Unicenter Service Desk except for modifying
administrative data. This includes creating, viewing, and modifying
all requests and change orders, as well as several reference
tables. This interface makes extensive use of pop-up forms,
including displaying all detail records in their own separate
window. It is selected for users whose contact type is listed in
the AnalystCtp property of the configuration file, normally
analysts and managers.
-
The
self-service web interface
This interface is
optional. It is selected for users who are in the contact table,
but whose contact type is not included in the AnalystCtp property
of the configuration file.. It gives more limited access to
Unicenter Service Desk than the analyst interface. It allows users
to create requests with a limited number of data fields; to view,
edit, and close requests that they have created; and to search the
knowledge base. The interface is designed for users who may not be
familiar with Unicenter Service Desk, and therefore is
selfexplanatory.
It does not use
pop-up forms.
You can disable the
self-service web interface by commenting out the CstHtmplPath line
in the configuration file. If the self-service web interface is
disabled, users who would normally receive it, receive the analyst
interface instead.
-
The
anonymous user web interface
This interface is
optional. By default, it is selected for users who log in with a
user ID of guest, or click Login as Guest on the login form. It is
similar to the self-service interface, but only allows creation of
new requests and searching the knowledge base. Guest users can
neither view nor edit existing requests.
You can disable the
anonymous user web interface by commenting out the
AllowAnonymousAccess line in the configuration
file.
This interface is
designed for use on a PDA, such as a Palm Pilot or a webenabled
cell phone. It is selected automatically for users on a device that
does not support JavaScript, and can be selected manually by
specifying an option on the login form. The interface is designed
for devices with limited screen size and without JavaScript
support.
You can disable the
PDA web interface by commenting out the PDAHtmplPath line in the
configuration file. If the PDA web interface is disabled, users
receive the analyst or self- service web interface, as appropriate.
Note that both of these interfaces make heavy use of JavaScript and
will not display properly on
a PDA (or on a browser without JavaScript
support).
1. Hardware Requirements
