Maintaining Problem Codes


Overview

Tasks

Included with

Tivoli Problem Management

Overview

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:

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

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:

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

Tasks

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:

  1. In the Add Problem Code dialog box, in the Problem Code box, type the name of the problem code.
  2. From the Action Name list, select a problem action.
    Note: Problem actions define what happens after a help desk analyst assigns a problem code, then exits the Call Registration dialog box or the Problem Status dialog box. For more information, see Maintaining Problem Actions.
  3. In the Description box, type a description of the problem code. This is optional.
  4. Choose OK.

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:

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

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:

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