Diagnostic Aids Dialog Box


Overview

Tasks

Tabs

Included with

Tivoli Problem Management

Overview

The Diagnostic Aids dialog box

You can use Diagnostic Aids to help you find a solution to a problem as an alternative to supplying the solution yourself. After your locate and select a correct solution, you can automatically copy the solution to the Resolution box in the Call Registration dialog box or Problem Status dialog box.

There is a tab for each of the Diagnostic Aids on the Diagnostic Aids dialog box.


Tasks

Accessing the Diagnostic Aids dialog box

To access the Diagnostic Aids dialog box, do one of the following:

Result: The Diagnostic Aids dialog box appears.


Tabs

Hot News tab

The Hot News Diagnostic Aid contains solutions related to short term, current situations that affect many people. Hot News solutions can be configured to appear only within the time period they are relevant. An example of a Hot News item may be a file server taken down for maintenance, or the release of a new benefits package.

For more information, see Using the Hot News Diagnostic Aid.

Common Problems tab

The Common Problems Diagnostic Aid contains solutions to callers' frequently encountered problems. For instance, Common Problems solutions may include a procedure for resetting passwords.

For more information, see Using the Common Problem Diagnostic Aid.

Error Messages tab

The Error Messages Diagnostic Aid contains solutions and explanations to error codes your callers encounter.

For more information, see Using the Error Messages Diagnostic Aid.

Adaptive Learning tab

The Adaptive Learning is a description-based Diagnostic Aid. It uses a thesaurus of keywords and concepts to match the problem description with potential solutions.

The system administrator at your site builds the Adaptive Learning thesaurus based on the problem descriptions and solutions used by help desk analysts.

The system administrator also controls how the Adaptive Learning matching process works on a word-by-word basis. The system administrator decides if the matched characters must appear at the beginning or ending of a word.

Understanding this enables you to understand why certain Adaptive Learning records are matched with your problem description. For example, if the system administrator decides that:

Matching characters must appear at the beginning of a word, then "print" and "printer" are a match.

Matching characters must appear at the end of a word, then "bread" and "read" are a match.

This Diagnostic Aid is called Adaptive Learning because as you solve problems, it learns how you describe problems. The more you work with Adaptive Learning, the better it becomes at finding solutions to problems.

For more information, see Using the Adaptive Learning Diagnostic Aid.

HyperTrees tab

HyperTrees Diagnostic Aid searches through organized collections of knowledge. Using HyperTrees, you search through hierarchical levels of information answering questions about the caller's problem as you go along. As you answer each question, you come closer to a solution, until you find the solution to the problem.

For more information, see Using the HyperTrees Diagnostic Aid.

Case Based Reasoning tab

The Case Based Reasoning Diagnostic Aid enables your to work through a Hypertree in any order you want. In Case Based Reasoning mode you can quickly locate the specific, most relevant questions that point to the solution.

For more information, see Using the Case Based Reasoning Diagnostic Aid.