Maintaining HyperTrees


Overview

Tasks

Included with

Tivoli Problem Management

Overview

What are HyperTrees

The HyperTree Diagnostic Aid facilitates a dialog of questions and answers between a help desk analyst and a user or customer until a solution for a problem is determined. You can create HyperTrees to help analysts easily solve complex problems. The HyperTrees Diagnostic Aid is well suited for problems that require many questions and answers to correctly diagnose and solve a problem.

You can create links between HyperTrees or between parts of a HyperTree, which saves you from adding the same information to a solution multiple times.


Before continuing, you should understand the following terms and concepts.

  • HyperTree: A Hypertree is an organized, cross-linked hierarchy of knowledge for a subject based on a series of questions, responses, and solutions.
  • Root node: A root node is the first node in a HyperTree, which usually contains a general question and broad range of responses.
  • Question/response nodes: A question/response node is node that contain questions and responses. A root node is a question/response node.
  • Solution nodes: A solution node is a node that contain the solution to a problem.
  • Parent nodes: A parent node is a node that consist of questions and responses that are linked to question/response nodes or solution nodes.
  • Child nodes: A child node is a question/response or solution node that are linked by a response to a parent node.
  • Responses: A response is an answer that serve as links between a parent node and a child node.
  • Subsequent root node: A subsequent root node is a root node added after the initial root node.
  • Entry Point Node: A entry point node is a node to which you can link or a node that starts a HyperTree.
  • Initial Root Node: A initial root node is a node added when no other nodes exist in the HyperTrees Diagnostic Aid.
  • Target Node: A target node is a node, usually in a different part of the current HyperTree, or in another HyperTree to which you can link from the node you are adding or editing.

Accessing the HyperTree Editor dialog box

The HyperTree Editor dialog box enables users to select from the Mode, Views, Edit, or Options menu. For more information, see Adding the Initial Root Node.

To access the HyperTree Editor dialog box, do one of the following:

  • If you are using the Tivoli Problem Management administrator profile, from the Diagnostics menu, choose Hyper Trees.
  • From the Help menu, choose Your System Profile and follow the instructions under Work with HyperTrees.

Accessing the Response Edit dialog box

The Response Edit dialog box enables you to add or edit responses. The Response Edit dialog box is also used to add a new subsequent root node.

To access the Response Edit dialog box, do one of the following:

  • To edit an existing response, on the Properties tab on the HyperTree Edit dialog box, choose the response that you wish to edit and choose Response Edit.
  • To add a response, on the Properties tab on the HyperTree Edit dialog box, choose the response that you wish to add and choose Response Add.
  • To add a subsequent root node, on the HyperTree Editor dialog box, from the Edit menu, choose insert.

Coping, cutting, and pasting

If you cut or copied a subtree, its contents are stored in the paste buffer. You can paste the contents of the paste buffer:
  • To another node in the current HyperTree
  • To another HyperTree

You can also create a new HyperTree if you paste the subtree in the row of space beneath the last subtree in a HyperTree dialog box. The highest-level node in the subtree becomes a root node after you paste it.


Tasks

Adding the initial root node

The first node in a HyperTree is a root node. The root node indicates the subject of the HyperTree and contains a general question with a broad range of responses.

This procedure describes how to add the first HyperTree root node in your database. After you add the initial root node, you can follow the procedure in the section "Adding subsequent root nodes" to add any additional root nodes, or follow the procedure in the section "Adding question/response nodes" to add question nodes for the root node.

When you add the initial root node, you must add it in HyperTree Editor mode, then edit it in Sequential Response mode.

To add the initial root node:

  1. In the HyperTree Editor dialog box, from the Edit menu, choose New Root.
  2. In the Title box, type a title for the new HyperTree.
  3. In the Actions box, type one of the following:
    • Any action(s) the help desk analyst should ask the customer to perform before asking the question for this node
    • Any action(s) the help desk analyst should perform before asking the question for this node
  4. From the System, Component, Item, and Module lists, select the appropriate component information. The more SCIM hierarchy information you specify, the less the help desk analyst needs to specify to find this node.
  5. From the Problem Type list, select a problem type. If you leave the Problem Type box blank, you are indicating that this node applies to all problem types.
  6. Select the Entry Point check box. Selecting this check box enables the root node to be selected as a target node for a response and enables the analyst to access the tree from the root.
    Note: Any response node or question node can be an entry point if you plan to move to it from another HyperTree or from another part of the HyperTree. You should make all root nodes entry points because they are the starting points for the HyperTrees.
  7. Clear the Production check box. Clearing this check box indicates that the HyperTree is not yet available to help desk analysts. When you are ready to move the HyperTree into production, you can edit the root node and select this check box.
  8. Choose Save.
    Note
    : The HyperTree Editor dialog box appears with the new root node.

Adding subsequent root nodes

To add a subsequent root node:
  1. In the HyperTree Editor dialog box, from the Edit menu, choose Insert.
    Result: The Response Edit dialog box appears.
  2. In the Response Edit dialog box, in the Response box, enter the title of the response.
  3. Select Direct Link or Goto Node Link under Linkage Type.
  4. From the Title of Target Node list, select the title of target node.
  5. In the Actions box, type one of the following:
    • Any actions the caller should perform before the help desk analyst ask the question for this node.
    • Any actions the help desk analyst should perform before asking the question for this node.
  6. In the System, Component, Item, and Module boxes, specify the equipment information for the node.
  7. From the Problem Type list, select the problem type associated with the node.
  8. Select the Entry Point check box. Selecting this check box enables the root node to be selected as a target node for a response and enables the analyst to access the tree from the root.
    Note: Any response node or question node can be an entry point if you plan to move to it from another HyperTree or from another part of the HyperTree. You should make all root nodes entry points because they are the starting points for the HyperTrees.
  9. Clear the Production check box. Clearing this check box makes the node unavailable to help desk analysts. When you are ready to make the HyperTree available to analysts, you can edit the root node and select the check box
  10. Choose OK.
    Note: The HyperTree Editor dialog box appears with the root node.

Adding question/response nodes

You can add a question/response node under a root node or under another question/response node.

To add a question/response node:

  1. In the HyperTrees Editor dialog box, navigate through the HyperTree until you reach the question/response node.
  2. Choose the Properties tab.
  3. In the Question box, type a question for the help desk analyst to ask the customer.
  4. Choose Response Add.
    Note: The Response Edit dialog box appears.
  5. In the Response Edit dialog box, in the Response box, type a possible response to the question.
  6. Under Linkage Type, do one of the following:
    • If you want the response to be a direct link, select Direct Link.
    • If you want the response to go to a node link, select Goto Node Link.
  7. Select the title of the target node, from the Title of Target Node list.
  8. Choose OK.

Adding solution nodes

A solution node provides a solution for one or more problems.

To add a solution node:

  1. In the HyperTree Editor dialog box, from the list of nodes, select the node for which you want to add a solution node.
  2. Check the Solved check box.
  3. Choose the Properties tab.
  4. In the Description box, enter the description.
  5. In the Solution box, enter the solution.
  6. From the Organization list, select an organization.
  7. From the Problem ID list, select a problem ID.
  8. In the Entries Routine box, enter the entries routine.
  9. In the Exit Routine box, enter the exit routine.
  10. Choose Save when finished.

Editing nodes

You can edit a question/response node or solution node. You may want to add or modify information or to change the production status of the node.

To edit a node:

  1. In the HyperTree Edit dialog box, from the list of nodes, select the node for which you want to edit, then do one of the following:
    • If the node is a question/response node and you want to add a response, choose the Properties tab and choose Response Add. The Response Edit dialog box appears. See Adding Question/Response Nodes
    • To edit a response, choose the Properties tab and select the response you want to edit. Choose Response Edit. In the Response Edit dialog box, edit the response information, then choose OK.
      Tip: When editing responses in the HyperTree Edit dialog box, avoid the following:
      • Resetting the Target Node selection from Existing Node to New Node
      • Changing the entry in the Title of Target Node box to a different node by choosing Find Target Node and selecting a different node

      If you redirect a response to a node other than the original target, the original target and all descendants are cut from the current HyperTree. If this occurs, the original target node becomes a new root node.

    • To delete a response, select the response you want to delete, then choose Response Delete. The response is immediately deleted from the HyperTree and all subordinate nodes become detached from the tree.
    • If the node is a solution node and you want to edit the solution, choose the Properties tab. Add or edit the solution.

    Note: For instructions about how to add, update, and delete hypermedia links, see Hypermedia Links.

  2. Choose Save.
  3. In the HyperTree Editor dialog box, edit another node or choose Exit from the File menu to exit the HyperTrees Diagnostic Aid.

Deleting nodes

To delete a node:
  1. In the HyperTree Edit dialog box, select the node or subnode you wish to delete.
  2. Do one of the following:
    • To delete a root, from the Edit menu, choose Delete.
    • To delete a subtree, from the Edit menu, choose Delete Subtree.

    Note: A Warning message appears.

  3. Choose Yes.
    Result: The HyperTrees Editor dialog box appears.

Expanding and collapsing HyperTrees

In HyperTree Editor mode, you expand a node to display its child nodes. You collapse a node to hide its child nodes. Expanding and collapsing HyperTrees does not affect the data in the nodes.

Collapsed nodes display a plus sign in brackets [+] on the left of the node's text.

Expanded nodes display a minus sign in brackets [-] on the left of the node's text.

To expand or collapse a node, double click on the node that you wish to expanded.

Copying subtrees

A subtree is one or more related nodes that exist below the root node. In HyperTree Editor mode, you can copy subtrees from one HyperTree to another or to the first blank line in the HyperTree Editor dialog box to create a new HyperTree.

Tip: In the HyperTree Editor mode, the Cut and Copy functions do not use your operating system's clipboard. Instead, these functions put subtree data into a paste buffer.

  1. In the Hypertree Editor dialog box, expand nodes to display the highest level node that you want to copy.
  2. Select the node that you want to copy.
  3. From the Edit menu, choose Copy.

Cutting subtrees

In HyperTree Editor mode, you can cut subtrees from one HyperTree and paste them into another. You can also cut and paste subtrees to the first blank line in the HyperTree Editor dialog box to create a new HyperTree. Cutting a subtree removes the highest-level selected node and all of its related child nodes from the HyperTree.
Tip: In the HyperTree Editor mode, the Cut and Copy functions do not use your operating system's clipboard. Instead, these functions put subtree data into a paste buffer.

To cut a subtree:

  1. In the HyperTree Editor dialog box, expand the nodes to display the highest level node you want to cut.
  2. Select the highest-level node you want to cut.
  3. From the Edit menu, choose Cut.

Pasting subtrees

To paste a subtree:
  1. In the HyperTree Editor dialog box, scroll to the area where you want to paste the subtree.
  2. Select the node or line where you want to paste the subtree. If you select a node, the nodes in the subtree will become child nodes of the selected node (the highest level node in the subtree becomes the first child of the selected node).
  3. From the Edit menu, choose Paste.

Pasting as root

To paste as root, in the HyperTree Editor dialog box, from the Edit menu, choose Paste As Root.

Deleting HyperTrees

You can delete a root HyperTree or a subtree. When you delete a HyperTree root or subtree, you delete everything that is under it.

To delete a HyperTree:

  1. In the HyperTree Editor dialog box, expand nodes to display the highest level node you want to delete.
  2. Select the node that you want to delete.
  3. In the HyperTree Editor dialog box Edit menu, choose Delete.
    Tip:
    A Warning message appears.
  4. Choose OK.

Changing HyperTree views

In the HyperTree Editor dialog box, a view is the type of node data that appears in the HyperTree Editor dialog box. HyperTrees can appear in the following views:
  • Title: Title view displays the title of each node.
  • Response + Question: Response + Question view displays the response (if any) leading to each node, as well as the question in each node.
  • Solution: Solution view displays the contents of the Solution box for each solution node.
  • Response + Question/Solution: Response + Question/Solution view displays the contents of the parent node's selected response, plus the current solution node's question and solution.
  • Equip. Association: Equip. Association view displays the component information values stored in each node.

To change views:

  1. In the HyperTree Editor dialog box Views menu, choose one of the following:
    • Title
    • Response + Question
    • Solution
    • Response + Question/Solution
    • Equip. Association

    Note: The HyperTree Editor dialog box view is changed to the view you chose. The current view is identified with a check mark.

Loading new roots

The HyperTree Editor dialog box may not display the root that you wish to work on.

To add a new root

  1. From the file menu, choose Load New Roots.
    Result: The Root Selection dialog box appears.
  2. From the Root Selection dialog box list, select the root and choose Select.