Maintaining Error Messages


Overview

Tasks

Included with

Tivoli Problem Management

Overview

Error Messages Diagnostic Aid

The Error Messages Diagnostic Aid enables help desk analysts to search the database for error messages encountered by a caller. These may be error messages displayed by software or hardware.

When a help desk analyst uses the Error Messages Diagnostic Aid, Tivoli Problem Management uses the following information to find possible matching solutions:

  • SCIM
  • Location
  • Problem type

Planning the Error Messages database

To create an effective list of Error Messages records, you must review the problem and solution descriptions in your Tivoli Problem Management database, consolidate all possible records, decide which records should be Error Messages records, and create an organizational hierarchy of Error Messages records.

Additionally, some products come with a list of error messages you can incorporate into your hierarchy.

Error Messages Hierarchies

You create an organizational hierarchy of Error Messages records by grouping individual Error Messages records. Grouping enables help desk analysts to find Error Messages quickly.

There are two types of Error Messages records:

  • Group records label logically organized groups of Error Messages records. Group records are not related to a specific Error Message. Group records are nested to create the hierarchy. A group record cannot be activated by a help desk analyst as a solution for a problem.
  • Individual records are Error Message records that can either stand alone or be associated with a group. Individual records can be included in a list of group records, but cannot have other Error Messages attached to them. An individual record can be activated by a help desk analyst as a solution for a problem.

Work with Error Message dialog box

Use the Work with Error Message dialog box to maintain Error Message records in Tivoli Problem Management.

To access the Work with Error Message dialog box, do one of the following:

  • If you are using the Problem Management Administrator profile or the Problem Management Analyst profile, from the Diagnostics menu, choose Error Messages.
  • If you are using the Tivoli Service Desk Administrator profile or the Tivoli Service Desk User profile, from the Problem Mgmt Diagnostics menu, choose Work with Error Message.
  • From the Help menu, choose Your System Profile and follow the instructions under Work with Error Message.

Add Error Message dialog box

This dialog box enables users to:
  • Add information to the record.
  • Specify a title for the new record.

To access the Add Error Message dialog box:

  • In the Choose Aid dialog box, select Error Message and choose Next.

    Result: The Add Error Message dialog box appears.

The dialog box has these tabs:

Tab Fields
General tab The General tab enables users to add the Title, System, Component, Item, Module, Problem Type, Severity, Description, Organization, Problem ID, Location, Start Date, Start Time, End Date, End Time, and Solution.
Advanced tab The Advanced tab primarily contains Node ID, Date Added, Time Added, Adding User, Action, and Hyper Tree Node.

Edit Error Message dialog box

This dialog box enables users to edit both group and individual Error Messages records.

To access the Edit Error Message dialog box:

  • In the Work with Error Message dialog box, select an Error Messages record, choose Activate until the record you want to edit appears in the Error Message list, select that record, and choose Edit.

    Result: The Edit Error Message dialog box appears.

View Error Message dialog box

The View Error Message dialog box enables users to view the description and the solution to the error message in Tivoli Problem Management.

Note: You can easily retrieve and view any Error Messages record. In view mode, however, you cannot make any changes to the record.

For more information, see Viewing an Error Message record.

Please Select an Error Message dialog box

Use the Please Select an Error Message dialog box to select an error message record from Tivoli Problem Management. For more information, see Adding a group Error Message record.

Pick Diagnostics Node dialog box

Use the Pick Diagnostics Node dialog box to select a diagnostic node. For more information, see Adding a group Error Message record.

Tasks

Inquiring about Error Messages

You can review, edit and delete individual Error Messages records. Use the Error Message Inquiry dialog box to find a specific Error Messages record.

To inquire about an Error Messages record:

  1. In the Work with Error Message dialog box, choose Inquiry.
  2. In the Error Message Inquiry dialog box, type data in any of the boxes to specify the search criteria for the Error Messages record that you want to find.
    Note: For information on using Inquiry dialog boxes, see Searching and Inquiring.
  3. Choose OK.
    Note:
    The Work with Error Message dialog box appears with the list of matching records.

Adding a group Error Messages record

Because group records are essentially labels that enable the user to move into the hierarchy, you do not have to add as much information as you do for an individual record, which can be used to solve a problem.

To add a group Error Messages record:

  1. In the Work with Error Message dialog box, choose Add.
  2. In the Add Error Message dialog box, in the Title box, type a title for the group Error Messages record.
  3. In the Description box, type a description of the group.
  4. Choose the Advanced tab.
    Note: The Advanced tab appears
  5. Under Error Message Type, select Group.
    Note: Unlike individual records, group records do not require additional information.
  6. Choose OK.
    Note: The Work with Error Message dialog box appears with the new Error Messages record in the Error Message List.

Adding an individual Error Messages record

You can add a new Error Messages record, or you can create an Error Messages record from a solution that already exists in the database.

To add an individual Error Messages record, perform the following:

  1. In the Work with Error Message dialog box, double-click the group Error Messages records until you see the Error Message List where you want to add the individual record.
  2. Choose Add.
  3. In the Add Error Message dialog box, in the Title box, type the title of the Error Messages record.
  4. From the System list, select a system.
  5. From the Component list, select a component.
  6. From the Item list, select a item.
  7. From the Module list, select a module.
  8. From the Problem Type list, select a problem type.
  9. From the Severity list, select a severity.
  10. In the Description box, type a description of the problem.
    Tip: Be sure to include symptoms or adjectives describing the problem and make sure those words are in your Adaptive Learning Thesaurus.
  11. Do one of the following:
    • In the Organization box, type the exact name of the organization associated with this Error Message record.
    • Choose the Organization button beside the Organization box. The Organization dialog box appears. Select a organization, then choose Select. The Add Error Message dialog box appears with the selected organization in the Organization box.
  12. Do one of the following:
    • In the Problem ID box, type the exact name of the Problem ID associated with this Error Message record.
    • Choose the Problem ID button beside the Problem ID box. The Problem ID dialog box appears. Select a Problem ID, then choose Select.
  13. In the Solution box, type a description of the solution.
    Tip:
    Be sure to include the steps required to solve the problem as well as the interpretation of the message.
    Note: You can add Hypermedia links in either the Description or Solution boxes, see Hypermedia Links.
  14. Choose the Advanced tab.
    Note: The Advanced tab appears.
  15. Under Error Message Type, select Individual.
  16. If you want to associate this Error Messages record with an Error Messages group, choose the Parent browse button.
  17. In the Please Select an Error Message dialog box, select a group title, then choose Select.
    Note: The Advanced Tab reappears with the group title displayed in the Parent box.
  18. To specify a TSD Script or external program to run when a help desk analyst activates this Error Messages record, type the command for that program in the Action box.
  19. The syntax for an TSD Script program is either:

    • module:procedure ()

    • or

    • module:function()

    Example:

      INCIDENT:QUICKSOLUTION ()

    The syntax for an external command is:

      D:\directory\filename.ext

    Example:

      WINHELP.EXE HELPFILE.HLP

    Note: When specifying actions, you cannot use commands that call for arguments. For executable and command programs, you must include the extension (such as .exe, .com, .cmd, and so on).

  20. To display a HyperTree node when a help desk analyst activates this Error Messages record, do one of the following:
    • Type the node ID in the HyperTree Node box. Continue with step 20.
    • Choose the browse button beside the HyperTree Node box. The Pick Diagnostics Node dialog box appears. Select a node, then choose Select.
  21. Choose OK.
    Note: The Advanced tab appears
  22. Choose OK.
    Note: The Work with Error Message dialog box appears with the new Error Messages record in the Error Message List.

Adding an individual Error Messages record from a solution

You can add an individual Error Messages record from a solution.

To create an Error Messages record from a solution, perform the following:

  1. In the Work with Error Message box, if necessary, double-click group Error Messages records until you see the Error Message List where you want to add the individual record.
  2. Choose Add.
  3. In the Add Error Message dialog box, in the Title box, type a title for the Error Messages record. Choose Find Location.
    Note: The Solutions Inquiry dialog box appears with the system, component, item, module, and problem type from the Add Error Message dialog box.
  4. In the Solutions Inquiry dialog box, specify any search criteria for the Solutions records you want to display, or leave the boxes empty to display all Solutions records.
  5. Choose OK.
  6. In the Work with Solution dialog box, from the Solution List, select the Solutions record for which you want to create an Error Messages record.
  7. Choose Select.
    Note: The information from the Solutions record appears in the Add Error Message dialog box. Add any additional information to the Error Messages record, then choose OK.

Navigating the Error Messages record hierarchy

You can move up and down within the hierarchy of Error Messages records.

In the Work with Error Message dialog box, there is no visual distinction between individual and group records unless you used a special convention for record titles or descriptions.

To move down the hierarchy:

  1. In the Work with Error Message dialog box, from the Error Message List, select a group title.
  2. Choose Activate.
    Note: The Work with Error Message dialog box is refreshed to show the next lower level of Error Messages records.

To move up the hierarchy:

  1. From the Work with Error Message dialog box, select an Error Messages record.
  2. Choose Backup.
    Note: The Work with Error Message dialog box is refreshed to show the next higher level of Error Messages records.

Viewing an Error Message record

You can easily retrieve and view any Error Messages record. In view mode, however, you cannot make any changes to the record.

To view an Error Messages record:

  1. In the Work with Error Message dialog box, from the Error Message List, select a group Error Messages record.
  2. Choose Activate until the Error Messages record that you want to view is listed in the Work with Error Message dialog box.
  3. Choose View.
  4. In the View Error Message dialog box, choose Close.

Editing a group Error Messages record

You can edit both group and individual Error Messages records. The following procedures explain how to do both.

To edit a group Error Messages record:

  1. In the Work with Error Message dialog box, from the Error Message List, select an Error Messages group record.
  2. Choose Activate until the Error Messages record that you want to edit is listed in the Error Message list.
  3. Choose Edit.
  4. In the Edit Error Message dialog box, edit the Error Messages record. The boxes and options in the Edit Error Message dialog box are identical to those provided in the Add Error Message dialog box.
    Note: The following information is saved with each record for historical purposes and cannot be edited:
    • Node ID
    • Date added
    • Time added
  5. Choose OK.
    Note: For instructions on adding, updating, and deleting hypermedia links, see Hypermedia Links.

Editing an individual Error Messages record

To edit an individual Error Messages record:
  1. In the Work with Error Message dialog box, from the Error Message List, select an Error Messages record.
  2. Choose Activate until the Error Messages record that you want to edit is listed in the Error Message list.
  3. Select the Error Messages record that you want to edit.
  4. Choose Edit.
  5. In the Edit Error Message dialog box, edit the Error Messages record. The boxes and options in the Edit Error Message dialog box are identical to those provided in the Add Error Message dialog box.
    Note: The following information is saved with each record for historical purposes and cannot be edited:
    • Node ID
    • Date added
    • Time added
    • Adding user
  6. Choose OK.
    Note: For instructions on adding, updating, and deleting hypermedia links, see Hypermedia Links.

Deleting an Error Message

When you delete an Error Messages group record, you also delete all individual Error Messages records in that group.
You cannot delete an Error Messages record that has been used to solve a problem.

To delete an Error Messages record:

  1. In the Work with Error Message dialog box, from the Error Message List, select an Error Messages record.
  2. Choose Activate until the Error Messages record that you want to delete is listed in the Error Message List.
  3. Select the Error Messages record that you want to delete.
  4. Choose Delete.
    • If the selected Error Messages record is a group record, a Warning Message appears.
    • If the selected Error Messages record is an individual record, a Warning message appears.
  5. Choose Yes.
    Note: Tivoli Problem Management removes the Error Messages record from the Error Messages List.
  6. Choose Close.

Refreshing the Error Message list

If you have been working with Error Messages records for some time, and other users are updating the data in your database, you should periodically refresh the Error Message List in the Work with Error Message dialog box.

To refresh the list of Error Messages records:

The list is updated to reflect any changes that have been made since you opened it.