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You use the Common Problem Diagnostic Aid to
find solutions for problems that can occur at any time. Common Problem solutions usually
apply to problems that tend to affect fewer people at any given time. Problems solved by
Hot News solutions tend to be short-lived and wide-spread, such as a network crash.
Examples of the kinds of solutions usually found by the Common Problem Diagnostic Aid
include:
- A network user forgets her password and requests help in resetting it
- Someone needs to replace a toner cartridge in a printer and wants instructions on how to
do it
- An employee has questions about the family leave policy
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Your system administrator must create the
database of Common Problem records. Common Problem records are organized in hierarchies
which help you to quickly locate the Common Problem record containing the solution you
need. There are two kinds of Common Problem records: group and individual.
- Group Common Problem records organize individual Common Problem records into categories.
For example, all Common Problem records that contain solutions to printer problems could
belong to a Common Problem group called "printer problems."
- Individual Common Problem records contain the solutions that you apply to problems. For
example, you could have a Common Problem record that contains a solution that describes
how to install a printer driver.
Group organization of Common Problem records is especially helpful if your database
contains many Common Problem records, because it narrows the list of selections that
appear at each level of the hierarchy. |
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Tivoli Problem Management performs an in-context
search for Common Problem records that match component and location values. This occurs
when you access the Common Problems tab of the Diagnostic Aids dialog box from the Call Registration dialog box or the Problem
Status dialog box. |
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You can perform an out-of-context search for
Common Problem records from the menu. An out-of-context search does not use location and
component information. Also, you can search through all the Common Problem records when
you do not register a call or resume a problem. When you perform an out-of-context
search, the Work with Common
Problems dialog box contains all the Common Problem records, both individual and
group. If you do not supply a context, Tivoli Problem Management does not narrow the
search. You can use the Inquiry and SQL buttons on this dialog box to search for a more
specific set of Common Problem records.
Note: Your system administrator can make the Common Problem Inquiry
dialog box appear before the Work
with Common Problem dialog box when you request an out-of-context search. You can
specify search parameters in the Common Problem Inquiry dialog box. These search
parameters control which Common Problem records appear in the Work with Common Problem
dialog box. |
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The following table describes the search
parameters available in the Common Problem Inquiry dialog box.
Name |
Description |
Starting ID
Ending ID |
Specify a range of Common Problem record ID
numbers. |
Location ID |
Specify a particular location by typing a
Location ID. |
Severity |
Select a problem severity code. |
Adding User |
Type the User ID code of the user who added the
Common Problem record. |
Parent Title |
Select a parent record name. For more
information on parent records, see Navigating
Common Problem hierarchies. |
Title |
If you want to search by Common Problem record
title, but do not know the complete title, you can use wildcards.
For example, to find the Common Problem records dealing with toner cartridges, you can
complete this box with *toner* or *cartridge*. |
Component Information |
If you use SCIM information to narrow your
search, these lists must be completed from the top down. |
Problem Type |
When a component is selected, Problem Type may
be automatically filled in. You can select a problem type if the Problem Type box was not
automatically filled in when you selected a component. |
Description and Solution |
Use the Description and Solution boxes to
specify additional criteria for your query. Use wildcards as needed. You can also use IBM
Intelligent Miner for Text to search for keywords in these boxes. |
Note: For more information, see Searching
and Inquiring. |
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When you locate a Common Problem record with the
correct solution, you are ready to activate the solution. Activating a solution tells
Tivoli Problem Management that you have solved the problem. Tivoli Problem Management
updates the Call and Problem with the information from the Common Problem record. |
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In order to organize Common Problem records,
Tivoli Problem Management allows your analysts to set up hierarchies. Hierarchies are
available for only the Common Problem and Error Messages Diagnostic Aids because they
often have the largest number of records. The top-level of the hierarchy represents
parent categories, while sub-levels of the hierarchy represent increasingly specific
categories of problems. For instance, you might have parent categories for printer
problems, monitor problems, operating system problems, and so on. Under the printer
problems category, you might have sub-categories for hardware problems, network problems,
and application problems. For each sub-category, you might then have individual records.
When you first access the Work
with Common Problems dialog box, you might see both the parent categories and
individual records. There is no visual distinction between the two types of records.
Instead, depending on how the Common Problem Diagnostic Aid is configured at your site,
the Description field may indicate whether the record is a parent category or an
individual record. For example, all parent record descriptions might begin with the word
"GROUP." |
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When you perform an out-of-context search for
Common Problem records, you see the Work with Common Problem dialog
box. In the Work with Common Problem dialog box, you can see the title, description,
and some general information about the listed Common Problem records, but you do not see
the solution. To see the Common Problem Solution box, choose View. Tip:
You do not have to view Common Problem records prior to activating a solution. |
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To perform an in-context search with the Common
Problem Diagnostic Aid, follow these steps:
- Use this table to determine your first action.
- Choose Common Problem tab on Diagnostic Aids dialog box.
Result: The Common Problems
tab of the Diagnostic Aids dialog box appears.
A table appears with the individual Common Problem records that match the component and
location information in the Call Registration dialog box or the
Problem Status dialog box. The table does not contain any group
records. The details of the currently selected Common Problem record appear in the
Description and Solution boxes.
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Perform the following steps to activate a
solution from the Common Problem tab:
- In the Common Problems tab of the
Diagnostic Aids dialog box, select the Common Problem record with the appropriate
solution.
- Choose Activate.
- What happens next depends on where you started:
- Result if you accessed the Common
Problems tab from the Call Registration dialog box:
- The Common Problem record solution is automatically copied to the Call Registration
Resolution box
- The Common Problem record SCIM, severity, and problem type information (if they exist)
overwrite anything in the corresponding boxes in the Call Registration dialog box
- The Common Problem record description is automatically copied to the Call Registration
Description box only when the Call Registration Description box is empty
- Tivoli Problem Management assigns the default Problem Close Code to the problem
Complete all the required Call Registration information, then handle the problem just
as you would any other one by resolving, freezing, or transferring it.
- Result if you accessed from the Problem Status dialog box:
- The Common Problem record solution is copied to the Status box.
- The Common Problem record severity, SCIM, and problem type information (if they exist)
overwrite anything in the corresponding boxes in the Problem Status dialog box.
- Tivoli Problem Management assigns the default Problem Close Code to the problem.
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To perform an out-of-context search with the
Common Problem Diagnostic Aid, perform one of the following step from the table.
From the... |
do the following... |
toolbar |
click the Work with Common Problems tool. |
Diagnostics menu |
choose Common Problems. |
Result: The Work with Common Problem dialog
box appears.
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If you perform an out-of-context search with the
Common Problem Diagnostic Aid, you can use the Inquiry and SQL buttons on the Work with Common Problem dialog
box to search for a more specific set of Common Problem records. Perform the
following steps to narrow an out-of-context search for Common Problem records:
- In the Work with Common
Problem dialog box, choose Inquiry.
- In the Common Problem Inquiry dialog box, use any of the following techniques from the
table to narrow your search for Common Problem records.Use this table to determine your
first action.
If you want to find... |
then... |
all the Common Problem records about a
particular system |
complete only the System box. |
all the Common Problem records with a specific
word or phrase in their description |
type the word or phrase in the Description box.
For example, if you want to see Common Problem records with the word printer in their
description, type*printer* in the Description box. |
Common Problem records that match any value in a
particular box |
leave the box blank.
For example, to include Common Problem records associated with any location, leave the
Location ID box blank. |
Note: For more information on inquiring, see Searching and Inquiring.
- Choose OK.
Result: The Work
with Common Problems dialog box reappears. It contains the results of the search. You
can view any of the records in the Common Problem list, or activate one of them as a
solution to your current problem
Tip: If you do not think the Work with Common Problem dialog box contains
all the recent records, choose Refresh.
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Perform the following steps to navigate a Common
Problem record hierarchy:
- In the Work with Common
Problems dialog box, select a Common Problem record.
- Choose Activate.
- Result if you select a group record: The Work with Common Problems
dialog box is refreshed to show individual Common Problem records or subcategory Common
Problem group records within the group.
- Repeat the first two steps to navigate to the next level of the hierarchy.
Tip: To move back up the hierarchy one level, choose Backup.
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Perform the following steps to view Common
Problem records:
- In the Work with Common
Problems dialog box, select a Common Problem record.
- Choose View.
- In the View Common Problems dialog box, review the solution information in the View
Common Problem dialog box with your caller.
- When you finish, choose Close to return to the Work with Common Problem dialog box.
- After you review the solution on the Common Problem record, choose one of these actions:
- Activate the solution
- View other Common Problem records listed in the Work with Common Problem dialog box
- Close the Work with Common Problem dialog box (and thereby quit the Common Problem
Diagnostic Aid)
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Before you activate a Common Problem record to
resolve a problem, you may want to view the problems that were resolved using the solution
from this Common Problem record. Perform the following steps to view problems resolved
using the solution from a selected Common Problem record:
- From the Common Problem List in the Work with Common Problems dialog
box, select an individual Common Problem record.
- Choose Problems.
Result: The Work with Problems dialog box appears, containing a list of
all problems solved by applying the solution from the selected Common Problem record.
- Resume, view or print any of the problems appearing in this dialog box.
- When you are ready, choose Close to return to the Work with Common Problem dialog box.
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When you perform an out-of-context search, you
can activate a solution from the Work with Common Problems dialog
box. Perform the following steps to activate a solution from the Work with Common Problem dialog
box:
- In the Work with Common Problem dialog box, select the Common Problem record with the
appropriate solution.
- Choose Activate.
Result if you select a group record: The Work with Common Problem dialog
box is refreshed to show individual Common Problem records or subcategory Common
Problem group records within the group.
- What happens next depends on where you started:
- Result if you accessed Work with Common Problem Diagnostic Aid without the Call Registration dialog box open:
- The Call Registration dialog box opens automatically
- The Common Problem record description and solution automatically appear in the Call
Registration Description and Resolution boxes
- The Common Problem record SCIM, severity and problem type (if they exist) automatically
appear in the Call Registration dialog box
- Tivoli Problem Management assigns the Default Problem Close Code to the problem
Complete all the remaining required Call Registration information, then handle the
problem just as you would any other one by resolving, freezing or transferring it.
Note: For more information, see Registering a
call.
- Result if you accessed Work with Common Problem dialog box with the Call Registration dialog box open:
- The Common Problem record solution is automatically copied to the Call Registration
Resolution box
- The Common Problem record SCIM, severity, and problem type information (if they exist)
overwrite anything in the corresponding boxes in the Call Registration dialog box
- The Common Problem record description is automatically copied to the Call Registration
Description box only when the Call Registration Description box is empty
- Tivoli Problem Management assigns the Default Problem Close Code to the problem.
As in the previous example, complete all the required Call Registration information,
then handle the problem just as you would any other one.
- Result if you accessed Work with Common Problems dialog box with the Problem Status dialog box open:
- The Common Problem record solution is copied to the Status box.
- The Common Problem record severity, SCIM, and problem type information (if they exist)
overwrite the corresponding boxes in the Problem Status dialog box.
- Tivoli Problem Management assigns the Default Problem Close Code to the problem.
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If you do not find an appropriate solution,
choose Close to close the Common Problems Diagnostic Aid without activating a solution. You
return to where you were when you accessed the Common Problem Diagnostic Aid: the Call Registration dialog box, Problem
Status dialog box, or Tivoli Service Desk window.
You can access any other Diagnostic Aid to solve the current problem or you can choose
to freeze or transfer the problem, or transfer the call.
Note: For more information, see Freezing or
Transferring Calls and Problems. |