Maintaining Problem Actions


Overview

Tasks

Included with

Tivoli Problem Management

Overview

What problem actions do

A problem action defines what system action occurs after a help desk analyst assigns a problem code, then exits the Call Registration dialog box or the Problem Status dialog box.

Associating problem actions with problem codes

You associate problem actions with problem codes in the Add Problem Code dialog box or Edit Problem Code dialog box. For information on associating problem actions with problem codes, see Maintaining Problem Codes

Default problem actions

Tivoli Problem Management is shipped with a default set of problem actions. You can modify these default problem actions or create your own.

Add Problem Action dialog box

Add your own problem actions to the set of default problem actions shipped with Tivoli Problem Management in the Add Problem Action dialog box. See Adding a problem action.

To access the Add Problem Action dialog box:

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

Edit Problem Action dialog box

Use the Edit Problem Action dialog box to modify both the problem actions included in Tivoli Problem Management and the problem actions you create. For more information, see Editing a problem action.

To access the Edit Problem Action dialog box:

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

Tasks

Problem Action Availability

When you add, edit or delete problem actions, these changes are immediately reflected in what what system action occurs after a help desk analyst assigns a problem code, then exits the Call Registration dialog box or the Problem Status dialog box. You do not need to close and restart Tivoli Service Desk.

Adding a problem action

You can add new problem actions to the default set included in Tivoli Problem Management.

To add a problem action:

  1. In the Add Problem Action dialog box, in the Problem Action Name box, type a name for this problem action.
    Note: The identification number for the problem action is automatically assigned in the Problem Action ID box and cannot be modified.
  2. From the System Action list, select a system action.
    Note: For information on defining additional system actions, see Configuring System Actions.
  3. Choose OK.

Editing a problem action

You can modify both the problem actions included in Tivoli Problem Management and the problem actions you create.

To edit a problem action:

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

Deleting a problem action

You cannot delete a problem action that is associated with a problem code. See Maintaining Problem Codes.

To delete a problem action:

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