Overview |
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Tasks |
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Problem Status Dialog Box Tabs |
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Included with |
Tivoli Problem Management |
Problem Status dialog box |
After a call is registered or dispatched, all
work with problems is done in the Problem Status dialog box. Using the Problem Status
dialog box, you can resume work on a problem or view a problem history. Viewing a problem history and resuming work on a problem are different processes. Because they occur in the same location, the same information is present in the Problem Status dialog box. You have different functions available, however depending on what you are doing. The Problem Status dialog box organizes and presents one complete problem history. You can also view selected details for a set of problem histories in the Work with Problems dialog box. You can make changes and additions to a problem history in the Problem Status dialog box. You can update the problem description or change the component information. You can also add, change or delete work history information. Some types of information in the Problem Status dialog box are permanent and unalterable. The audit trail records all actions taken to resolve a problem and all work history (even parts that were later deleted). You cannot delete anything in the audit trail. Nor can you change information related to the initial call: caller and location, for example. There are several different reasons you might use the Problem Status dialog box.
The Problem Status dialog box organizes and presents a complete problem history. Each tab in the Problem Status dialog box presents one facet of a problem history. The following sections describe the contents of each of these tabs. Note: The buttons available on each tab of the Problem Status dialog box vary according to whether you are viewing or resuming a problem. |
Accessing the Problem Status dialog box |
To access the Problem Status dialog box, do one
of the following:
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Problem tab | The Problem tab includes boxes relating to the
problem description and current status. You can change the values of these boxes. It also
contains boxes that automatically track the time spent working on this problem; you can
not change these values. This table describes the information available on the Problem tab.
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Calls tab | The Calls tab includes a list of all calls
relating to this problem. Select any one of these calls to review the call history in the
boxes on the lower half of this tab. (You cannot change information in any of these
boxes.) The top half of the Calls tab displays a table of calls received about this problem. The bottom half of the Calls tab displays important details about the selected call. Selecting another call in the call table changes the information displayed in the call details section. Note: For information on the Work with Call History dialog box, see the Work with Call History dialog. The top half of the Calls tab contains much of the same information as the Work with Call History dialog box and adds a few columns. The table describes the information available on the Calls tab.
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Work History tab |
Work history is a record of the time spent and
actions taken offline, outside Tivoli Problem Management, to solve the problem. This may
include notes from additional research, discussions with vendors or other support staff,
and other sources of information. Note: For many problems, there may not be any work history. If no work was done offline, or the offline work was not recorded, then the Work History tab will be empty. This information is important because other analysts may use it later to solve similar problems, and because the diagnostics specialist (or knowledge engineer) may use this information to build additional HyperTrees or to add solutions to other diagnostic aids. The work history for a problem stays in Tivoli Problem Management for as long as the problem is kept on the server. When the problem is archived, its associated work history is also archived. Tip: Update the work history for a problem frequently: doing so is useful to the system administrator who may later create HyperTrees or add solutions to other diagnostic aids, based on the past experiences with a specific type of problem. The table describes the information available on the Work History tab.
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Audit Trail tab |
The audit trail is a detailed list of work
performed on a problem. The audit trail is updated automatically whenever work is done on
a problem. The types of work recorded in the audit trail are:
Note: The information contained in the work history also appears in the audit trail. The audit trail for a problem consists of records that represent separate actions that occurred (either a system-generated action or an action that a help desk analyst initiated). Whenever help desk analysts perform work on a problem, Tivoli Problem Management automatically adds a record that describes the work to the audit trail for the problem. Tivoli Problem Management creates audit trail records for activities such as:
Thus, the activities of your help desk are recorded accurately. Audit trails are especially important when problems are transferred from one help desk analyst to another. By reviewing the audit trail, the second help desk analyst can avoid wasted effort:
The table describes the information available on the Audit tab.
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