Overview |
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Tasks |
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Included with |
Tivoli Problem Management |
What problem codes do |
Problem codes indicate problem status. Problem codes can also be associated with problem actions which control what happens after a help desk analyst assigns a problem code, then exits the Call Registration dialog box or the Problem Status dialog box. |
How problem codes are assigned |
Help desks analysts can manually assign problem
codes in the Problem Status dialog box. Or you can configure
Tivoli Problem Management to assign problem codes automatically. You also control the problem codes used as defaults when help desk analysts exit the Call Registration dialog box. See Selecting default problem codes. |
Default problem codes |
Tivoli Problem Management is shipped with a default set of problem codes. You can modify these default codes or create your own. |
Add Problem Code dialog box |
Add your own problem codes to the set of default
problem
codes shipped with Tivoli
Problem Management in the Add Problem Code dialog box. Problem codes indicate problem
status: open, closed, or transferred. See Adding a
problem code. To access the Add Problem Code dialog box:
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Edit Problem Code dialog box |
Use the Edit Problem Code dialog box to modify
both the problem
codes included in Tivoli
Problem Management and the problem codes you create. For more information, see Editing a problem code. To access the Edit Problem Code dialog box:
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Problem code availability |
When you add, edit or delete problem codes, these changes are immediately reflected in call registration; you do not need to close and restart Tivoli Service Desk. |
Adding a problem code |
You can add new problem
codes to the default set included in Tivoli
Problem Management. To add a problem code:
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Editing a problem code |
You can modify
both the problem
codes included in Tivoli
Problem Management and the problem codes you create. To edit a problem code:
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Deleting a problem code |
You can delete problem
codes even if they appear on existing problems. Help desk analysts can not use deleted
problem codes in Inquiry
dialog boxes to locate problems, but they can use SQL searches to find these problems,
if needed. To delete a problem code:
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