What are Common Problems? |
The Common Problems Diagnostic Aid enables help
desk analysts to find solutions to frequently occurring problems, such as:
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How are Common Problems records located? |
When a help desk analyst uses the Common
Problems Diagnostic Aid, Tivoli Problem Management uses the following information to find
possible Common Problems records:
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Your Common Problems database |
To plan an effective list of Common Problems
records, you should:
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Your Common Problems records |
You create an organizational hierarchy of Common
Problems records by grouping individual Common Problems records into a hierarchy. Grouping
enables help desk analysts to find Common Problems records quickly. There are two types of Common Problems records:
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Work with Common Problem dialog box |
This dialog box enables users to search, modify,
add, and view Common Problems records. To access the Work with Common Problem dialog box, do one of the following:
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Add Common Problem dialog box |
The Add Common Problem dialog box enables users
to:
To access the Add Common Problem dialog box:
The dialog box has these tabs:
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Please Select a Common Problem dialog box |
This dialog box enables users to associate a
common problems record with a common problems group. To access the Please Select a Common Problem dialog box:
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Edit Common Problem dialog box |
This dialog box enables users to modify both
group and individual Common Problems records. To access the Edit Common Problem dialog box:
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View Common Problem dialog box |
To access the View Common Problem dialog box:
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Inquiring about Common Problems records |
You can review, edit, and delete individual
Common Problems records. To find a specific Common Problems record, you use the Common
Problem Inquiry dialog box to perform an inquiry. To inquire about a Common Problems record:
For information on using Inquiry dialog boxes, see Searching and Inquiring. |
Adding group Common Problems records |
Because group records are essentially labels
that enable the user to move further into the hierarchy, you do not have to add as much
information as you do for an individual record, which can be used to solve a problem. To add a group Common Problems record:
For instructions about how to add, update, and delete hypermedia links, see Hypermedia Links. |
Adding individual Common Problems records |
You can add an individual Common Problems
record. To add an individual Common Problems record:
The syntax for an TSD Script program is either: or For example: INCIDENT:QUICKSOLUTION () The syntax for an external command is: D:\directory\filename.ext For example: WINHELP.EXE HELPFILE.HLP Note: When specifying actions, you cannot use commands that call for arguments. For executable and command programs, you must include the extension (such as .exe, .com, .cmd, and so on). |
Adding individual Common Problems records from Solutions | You can create an individual Common Problems
record from a Solutions record that is already in the database. To create a Common Problems record from a Solutions record:
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Navigating Common Problems record hierarchies |
You can move up and down within the hierarchy of
Common Problems records. In the Work with Common Problem dialog box, there is no visual
distinction between individual and group records unless you used a special convention for
record titles or descriptions. To move down the hierarchy:
To move up the hierarchy:
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Viewing Common Problems records |
You can easily retrieve and view any Common
Problems record. In view mode, however, you cannot make any changes to the record. To view a Common Problems record:
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Editing a group Common Problems record |
You can edit both group and individual Common
Problems records. The following procedure explains how to edit a group Common Problem
record. To edit a group Common Problems record:
Note: The following information on the Advanced tab is saved with each record for historical purposes and cannot be edited: For instructions on adding, updating, and deleting hypermedia links, see Hypermedia Links. |
Editing an individual Common Problems record |
You can edit both group and individual Common
Problems records. The following procedure explains how to edit an individual Common
Problem record. To edit an individual Common Problems record:
Note: The following information on the Advanced tab is saved with each record for historical purposes and cannot be edited: For instructions on adding, updating, and deleting hypermedia links, see Hypermedia Links. |
Deleting Common Problems records |
When you delete a Common Problems group record,
you also delete all individual Common Problems records in that group. You cannot delete a Common Problems record that has been used to solve a problem. To delete a Common Problems record:
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Refreshing the Common Problem list |
If you have been working with Common Problems
records for some time, and other users are updating the data in your database, you should
periodically refresh the Common Problem List in the Work with Common Problem dialog box. To refresh the list of Common Problems records, in the Work with Common Problem dialog box, choose Refresh. The list is updated to reflect any changes that have been made since you opened it. |