What can you do with HyperTrees? |
HyperTrees is a Diagnostic Aid that enables your help desk to collect and organize the expertise of all its analysts. HyperTrees enables you to reuse existing knowledge and solutions instead of researching and recreating the same solutions again. HyperTrees provide consistency because they present solutions in a standard format, and enable all analysts to provide the same solution to all callers who have the same problem. |
How do HyperTrees differ from the other Diagnostic Aids? |
HyperTrees differ from the other Diagnostic Aids because they do not use SCIM information and problem descriptions. You manually search the master solutions table, using your caller's responses to a series of questions, and navigate HyperTrees until you arrive at a solution. |
HyperTrees concepts |
When you register a call, you usually ask
questions to define the caller's problem. Your first questions are probably general ones
because you want to understand the nature of the problem and its probable cause. With each
answer your caller provides, your questions become more specific. As you gather
information, you come closer to the cause of the problem. HyperTrees uses this general to specific approach to solve problems. HyperTrees use lists of actions, questions, and answers to help you navigate through possible problem causes and solutions. As you navigate through HyperTrees, you may need to ask a caller to perform an action to determine the correct answer to a question. In HyperTrees, the windows you work with display the questions, actions, and possible responses to the questions. Every HyperTrees leads to a solution. When you reach a solution, you may have a final set of instructions for your caller to perform to correct the problem, or the solution may be to contact a third party for further assistance. |
Accessing the HyperTrees tab of the Diagnostic Aids dialog box |
To access the HyperTrees tab of the Diagnostic
Aids dialog box, do one of the following:
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Home Page tab of the HyperTrees tab of the Diagnostic Aids dialog box |
On the Home Page tab of the HyperTrees tab of
the Diagnostic Aids dialog box, you can see HyperTree subjects represented by an icon. The
Home Page tab can hold up to 32 icons. Each icon represents a link. Usually, an icon on the Home Page tab represents a link to the Hyper Tree tab, but an icon can also be a link to an additional Home Page tab of icons, to a Tivoli Problem Management function, or to an external application. Depending on how many HyperTrees are created for your system, there may be only one Home Page tab, or many Home Pages tabs. If your system contains many HyperTrees, your main Home Page tab may be linked to additional HyperTrees Home Pages tabs. |
Hyper Tree tab of the HyperTrees tab of the Diagnostic Aids dialog box |
On the Hyper Tree tab of the HyperTrees tab of the Diagnostic Aids dialog box, you work through a Hyper Tree in a linear manner. You answer questions from a set of responses until you get to a solution to the problem. |
Using the Home Page tab of the HyperTrees tab of the Diagnostic Aids dialog box |
You can view only one HyperTree at a time. Perform the following steps to access the Hyper Tree tab or linked actions:
You can now lead the caller through the list of actions, questions, and responses required to search the HyperTree for possible solutions. |
Searching for a solution on the Hyper Tree tab of the HyperTees tab of the Diagnostic Aids dialog box |
On the Hyper Tree tab of the HyperTrees tab of
the Diagnostic Aids dialog box, you work through a HyperTree in a linear manner. As you
and your caller answer the node questions, the questions become more specific. Perform the following steps to search for and activate a solution:
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Returning to previous nodes |
Searching
for a solution on the Hyper Tree tab of the HyperTees tab of the Diagnostic Aids dialog
box shows you how to quickly find and activate a solution. Those instructions assume,
however, that all the necessary information is available. The instructions also assume
that the caller knows the answers to all the questions in the HyperTree window, which may
not always be the case. Occasionally, you may go down the wrong HyperTree path. This occurs because you selected the wrong response or because the caller did not know the correct answer to a question. In these cases, you can use the Prev button to reverse your direction. When you choose Prev, you return to the previous node in your current HyperTree. You can back up as far as you want, but remember that when you back up, you effectively undo the progress you made, one step at a time. For example, suppose the caller is unable to answer a question, so you decide to back up two nodes. You reselect the responses (or select different ones) for those two nodes to return to the same HyperTree level you reached before backing up. If you are at the root node of a HyperTree and you try to back up, Tivoli Problem Management displays an error message asking if you want to start Home Pages. |
Using hypermedia links |
As you work with HyperTrees, you may encounter hypermedia links that allow you to access additional
information about the topic you are researching. A hypermedia link is a connection to a different source of information. You can identify a hypermedia link by its distinctive color. The color of a hypermedia link is determined by your system administrator. The use of hypermedia links depends on your help desk's configuration of Tivoli Problem Management. If you have questions about hypermedia links in HyperTrees, ask your system administrator. Perform the following step to use a hypermedia link.
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