Overview |
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Tasks |
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Tabs |
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Included with |
Tivoli Problem Management |
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. |
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. |
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. |