Overview |
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Tasks |
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Included with |
Tivoli Problem Management |
When do you use the Solutions Diagnostic Aid? |
You use the Solutions Diagnostic Aid to find the
solution to a problem when the other Diagnostic Aids and HyperTrees can not find the one
you need. You also use the Solutions Diagnostic Aid to find a solution when you think you
can find it faster searching for it with keywords. The Solutions Diagnostic Aid does not use either the problem description or component information to find the solution to your caller's problem. Instead, you use the Solutions Diagnostic Aid to search through all the solutions present in Tivoli Problem Management to find the one you need to solve the current problem. |
Solutions |
All solutions activated in Tivoli Problem
Management are kept in a Master Solutions table. As your help desk continues to use Tivoli
Problem Management, you may accumulate hundreds of solution records in the system. These
solutions are entered into the system by any of the following ways:
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Searching for solutions records |
Unlike other Diagnostic Aids, neither
description nor component information from the Call Registration
dialog box or the Problem Status dialog box is used
automatically to search for solution records. You can choose Inquiry or SQL in the Work with Solutions dialog box to search for solution records. In the Inquiry dialog box, you can also use the advanced text searching functions available in IBM Intelligent Miner for Text, if your system administrator has installed and configured it for use at your site. Note: For more information on using IBM Intelligent Miner for Text, see Searching for Text. Perform the following steps to find a solution using the Solutions Inquiry dialog box:
The following table describes the search parameters available in the Solutions Inquiry dialog box:
Note: For more information, see Searching and Inquiring. |
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Viewing solution records |
In the Work with Solutions dialog box, you may
see enough information in the Description and Solution columns to decide if you want to
use this solution to resolve a problem. If not, you can use the View button to view the
entire solution. Tip: You do not have to view a solution prior to activating it. When you activate a solution, Tivoli Problem Management displays the details of the solution record. If you decide that this is not the correct solution, you can cancel the activation process and return to the Work with Solutions dialog box. Perform the following steps to view solution records:
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Viewing related problems |
Before you activate a solutions record to
resolve a problem, you may want to view the problems that were resolved using the solution
from this solutions record. Perform the following steps to view problems resolved using the solution from a selected solutions record:
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Activating a solution |
When you locate the correct solution, you are
ready to activate it. Activating a solution tells Tivoli Problem Management that you have
solved the problem. Tivoli Problem Management updates the Call and Problem with the
solution record information. Perform the following steps to activate a solution:
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Quitting the Solutions Diagnostic Aid if you do not find a solution |
If you do not find an appropriate solution,
choose Close in the Work with Solutions
dialog box to quit the Diagnostic Aid without activating a solution. You return to wherever you were when you accessed the Solutions 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. |