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Tivoli Problem Management performs an in-context
search for records that match the problem description if you access the Adaptive Learning
Diagnostic Aid from the Call Registration dialog box or the Problem Status dialog box. The SCIM information can also be used
automatically in this search. Note: The system administrator controls
whether the SCIM information is used automatically to search for Adaptive Learning
records.
To perform an in-context search with the Adaptive Learning tab of the Diagnostic
Aid dialog box, do one of the following:
Result: The Adaptive Learning tab of the Diagnostic Aids dialog box
appears.
A table appears with the Adaptive Learning records that match the problem description.
SCIM information may also appear in the Call Registration dialog box or the Problem Status
dialog box. The details of the currently selected Adaptive Learning record appear in the
Description and Solution boxes.
The Adaptive Learning Diagnostic Aid assigns a score to each Adaptive Learning record that
indicates the probability of the solution to solve the problem. The table is sorted by
this score. Adaptive Learning records with the highest scores are most likely to solve the
problem.
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You can perform an out-of-context search for
Adaptive Learning records with the Call Registration dialog box or the Problem Status dialog box is open from the toolbar or Diagnostics
menu. You can also access the Adaptive Learning Diagnostic Aid when you are not
registering a call or resuming a problem. An out-of-context search does not
automatically use the problem description or SCIM information. You specify your own search
parameters.
Perform the following steps to perform an out-of-context search with the Work with Adaptive Learning Diagnostic
Aid:
- Use this table to determine your first action.
If you start from the... |
then... |
toolbar |
click the Adaptive Learning tool. |
Diagnostics menu |
choose Adaptive Learning. |
Result: The Adaptive Learning Inquiry dialog box appears.
- In the Problem Description text box, type a description of the problem.
Tip: Make your problem description as accurate and detailed as possible.
The search finds all Adaptive Learning records that match words found in the problem
description. The more descriptive words you use, the more accurate the list of potential
solutions is.
- Optionally, from the System, Component, Item, and Module lists, select SCIM information
that describes the problem.
Tip: If you specify SCIM information, your search finds Adaptive Learning
records that match both the SCIM and words in the problem description.Try to specify as
much information as you can, to restrict the search and locate the Adaptive Learning
records that are most likely to be useful.
- In the Max Solutions text box, specify the maximum number of matching Adaptive Learning
records you want to see.
Tip: This number controls how many records appear in the Work with
Adaptive Learning dialog box. The higher the number, the longer the search takes.
- Choose OK.
Result: The Work with Adaptive Learning dialog box appears.
It contains a table of the Adaptive Learning records that match the significant words in
your description and any SCIM information you specify.
The Adaptive Learning Diagnostic Aid assigns a score to each potential solution that
indicates the probability of the solution to solve the problem. The Potential Solutions
table is sorted by this score. Solutions with the highest scores are most likely to solve
the problem.
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When you locate an Adaptive Learning record with
the correct solution, you are ready to activate the solution. Activating a solution tells
Tivoli Problem Management that you have solved the problem. Tivoli Problem Management
updates the call and problem with the information from the Adaptive Learning record. There
are two ways to activate a solution, depending on whether you performed an in-context or
out-of-context search.
When you perform an in-context search, you can activate a solution from the Adaptive Learning tab of the
Diagnostic Aids dialog box.
Perform the following steps to activate a solution from the Adaptive Learning tab of
the Diagnostic Aids dialog box:
- In the Adaptive Learning tab of the Diagnostic Aids dialog box, select the Adaptive
Learning record with the appropriate solution.
- Choose Activate.
- What happens next depends on where you started:
- Result if you accessed the Adaptive Learning tab of the
Diagnostic Aids dialog box from the Call Registration dialog
box:
- The Adaptive Learning record solution is automatically copied to the Call Registration
Resolution box.
- The Adaptive Learning record SCIM, severity, and problem type information (if they
exist) overwrite anything in the corresponding boxes in Call Registration dialog box.
- The Adaptive Learning record description is automatically copied to the Call
Registration Description box only when the Call Registration Description box is empty.
Complete all the required Call Registration information, then handle the problem just
as you would any other one problem.
Note: For more information, see Registering a call.
- Result if you accessed the Adaptive Learning tab of the Diagnostic Aids dialog
box from the Problem Status dialog box:
- The Adaptive Learning record solution is copied to the Status box.
- The Adaptive Learning record severity, SCIM, and problem type information (if they
exist) overwrite anything in the corresponding boxes in the Problem Status dialog box.
- Depending on your configuration, the Save Problem dialog box
appears. The Adaptive Learning record solution is automatically copied to the Save Problem
Result box. Choose OK.
- Tivoli Problem Management assigns the default Problem Close Code to the problem. The
problem is resolved and the Problem Status dialog box closes.
When you perform an out-of-context search, you can activate a solution from the Work with Adaptive Learning dialog box.
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Perform the following steps to activate a
solution from the Work with Adaptive Learning dialog box:
- In the Work with Adaptive Learning
dialog box, select the Adaptive Learning record with the appropriate solution.
- Choose Activate.
- In the Activate Adaptive Learning dialog box, review the description and solution with
your caller.
- If you and your caller agree that this is the correct solution for the problem, choose
OK.
- What happens next depends on where you started:
- Result if you accessed the Work with Adaptive Learning dialog box from the
Tivoli Service Desk window:
- The Call Registration dialog box opens automatically.
- The Adaptive Learning record description and solution automatically appear in the Call
Registration Description and Resolution boxes.
- The Adaptive Learning record SCIM, severity, and problem type (if they exist)
automatically appear in the Call Registration dialog box.
Complete all the remaining required Call Registration information, then handle the
problem just as you would any other problem.
Note: For more information, see Registering a call.
- Result if you accessed the Work with Adaptive Learning dialog box with the Call
Registration dialog box open:
- The Adaptive Learning record solution is automatically copied to the Call Registration
Resolution box.
- The Adaptive Learning record SCIM, severity, and problem type information (if they
exist) overwrite anything in the corresponding boxes in Call Registration dialog box.
- The Adaptive Learning record description is automatically copied to the Call
Registration Description box only when the Call Registration Description box is empty.
As in the previous example, complete all the required Call Registration information,
then handle the problem just as you would any other one.
- Result if you accessed the Work with Adaptive Learning dialog box with the
Problem Status dialog box open:
- The Adaptive Learning record solution is copied to the Status box.
- The Adaptive Learning record severity, SCIM, and problem type information (if they
exist) overwrite the corresponding boxes in the Problem Status dialog box.
- Depending on your configuration, the Save Problem dialog box
appears. The Adaptive Learning record solution is automatically copied to the Save Problem
Result box. Choose OK.
- Tivoli Problem Management assigns the Default Problem Close Code to the problem. The
problem is resolved and the Problem Status dialog box closes.
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If you do not find an appropriate solution,
choose Close to quit the Adaptive Learning Diagnostic Aid without activating a solution. You
return to wherever you were when you accessed the Adaptive Learning Diagnostic Aid -- the
Call Registration dialog box, Problem Status dialog box, or Tivoli Service Desk window.
You can access any other Diagnostic Aid to solve the current problem or you can choose
to freeze or transfer the problem, or transfer the call.
Note: For more information, see Freezing or
Sending Calls and Problems. |