Maintaining Problem Causes


Overview

Tasks

Included with

Tivoli Problem Management

Overview

What problem causes do

Problem causes indicate the underlying cause of a problem such as user error, hardware breakdown or inadequate training. Problem causes can be used to classify problems on reports.

How problem causes are assigned

Help desks analysts can assign a problem cause in the Call Registration dialog box.

Default problem causes

Tivoli Problem Management ships with a default set of problem causes. You can modify these default causes or create your own.

Add Cause dialog box

Add your own problem causes to the set of default problem causes shipped with Tivoli Problem Management in the Add Problem Cause dialog box. See Adding a problem cause.

To access the Add Problem Cause dialog box:

  1. In the Call/Problem Settings dialog box, choose the Cause tab.
  2. Choose Add.
    Result: The Add Problem Cause dialog box appears.

Edit Cause dialog box

Use the Edit Problem Cause dialog box to modify both the problem causes included in Tivoli Problem Management and the problem causes you create. For more information, see Editing a problem cause.

To access the Edit Problem cause dialog box:

  1. In the Call/Problem Settings dialog box, choose the Cause tab.
  2. From the Cause List, select the problem cause you want to edit, then choose Edit.
    Result: The Edit Problem Cause dialog box appears.

Tasks

Adding a problem cause

You can add new problem causes to Tivoli Problem Management.

To add a problem cause:

  1. In the Add Cause dialog box, in the Cause box, type the name of the problem cause.
  2. In the Description box, type a description of the problem cause. This is optional.
  3. Choose OK.

Editing a problem cause

You can modify both the problem causes included in Tivoli Problem Management and the problem causes you create.

To edit a problem cause:

  1. In the Edit Cause dialog box, make any necessary changes to the selected problem cause. For further instructions, see Adding a problem cause.
  2. Choose OK.

Deleting a problem cause

You can delete problem causes even if they appear on existing problems. Help desk analysts can not select deleted problem causes as a search criteria in Inquiry dialog boxes, but they can use SQL searches to find these problems, if needed.

To delete a problem cause:

  1. In the Call/Problem Settings dialog box, choose the Cause tab.
  2. From the Problem Cause List, select a problem cause.
  3. Choose Delete.
  4. At the Warning message that asks if you are sure you want to delete this problem cause, choose Yes.