Configuring Diagnostic Aid Inquiries


Overview

Tasks

Included with

Tivoli Problem Management

Overview

Diagnostic Aid Inquiry dialog boxes

You determine whether Inquiry dialog boxes appear when help desk analysts choose a system action related to a diagnostic aid from a menu or a toolbar. Inquiry dialog boxes enable help desks analysts to specify search parameters that limit the number of solutions displayed in the corresponding Work with dialog boxes.

IBM Intelligent Miner for Text

If you install IBM Intelligent Miner for Text as an add-on to your Tivoli Problem Management system, you must configure Tivoli Problem Management to use the text searching functions provided by IBM Intelligent Miner for Text.

IBM Intelligent Miner for Text enables your users to search for words or phrases that occur in the Description or Solution columns in certain kinds of Diagnostic Aid records. When you have a large number of records in your database, it can be faster to use IBM Intelligent Miner for Text than to use the Description or Solution boxes available in an Inquiry dialog box. For more information on using IBM Intelligent Miner for Text to search for text, see Searching for Text.

If you enable IBM Intelligent Miner for Text text indexing in Tivoli Problem Management, you must also perform regular maintenance on the necessary text indexes. See Maintaining the IM4T Indexes.


Tasks

Displaying the Common Problems Inquiry dialog box

To control whether the Common Problems Inquiry dialog box appears:
  1. In the Diagnostics Settings dialog box, choose the Inquiry tab.
  2. Do you want to display the Common Problems Inquiry dialog box when help desk analysts choose Work with Common Problem from a menu or the toolbar?
    • If yes, select the Enable Common Problem check box.
      Result: When help desk analysts choose Work with Common Problem, the Common Problem Inquiry dialog box appears. Then they can specify search parameters that limit the contents of the Work with Common Problem dialog box to a specific set of records.
    • If no, clear the Enable Common Problem check box.
      Result: When help desk analysts choose Work with Common Problem, the Work with Common Problem dialog box appears. It contains common problems ranked by frequency of use.
  3. Choose Close.

Displaying the Error Message Inquiry dialog box

To control whether the Error Message Inquiry dialog box appears:
  1. In the Diagnostics Settings dialog box, choose the Inquiry tab.
  2. Do you want to display the Error Message Inquiry dialog box when help desk analysts choose Work with Error Messages from a menu or the toolbar?
    • If yes, select the Enable Error Message check box.
      Result: When help desk analysts choose Work with Error Messages, the Error Message Inquiry dialog box appears. Then they can specify search parameters that limit the contents of the Work with Error Message dialog box to a specific set of records.
    • If no, clear the Enable Error Message check box.
      Result: When help desk analysts choose Work with Error Message, the Work with Error Message dialog box appears. It contains error messages ranked by frequency of use.
  3. Choose Close.

Displaying the Hot News Inquiry dialog box

To control whether the Hot News Inquiry dialog box appears:
  1. In the Diagnostics Settings dialog box, choose the Inquiry tab.
  2. Do you want to display the Hot News Inquiry dialog box when help desk analysts choose Work with Hot News from a menu or the toolbar?
    • If yes, select the Enable Hot News check box.
      Result: When help desk analysts choose Work with Hot News, the Hot News Inquiry dialog box appears. Then they can specify search parameters that limit the contents of the Work with Hot News dialog box to a specific set of records.
    • If no, clear the Enable Hot News check box.
      Result: When help desk analysts choose the Work with Hot News system action, the Work with Hot News dialog box appears. It contains hot news items ranked by frequency of use.
  3. Choose Close.

Displaying the Solutions Inquiry dialog box

To control whether the Solutions Inquiry dialog box appears:
  1. In the Diagnostics Settings dialog box, choose the Inquiry tab.
  2. Do you want to display the Solutions Inquiry dialog box when help desk analysts choose Work with Solutions from a menu or the toolbar?
    • If yes, select the Enable Solutions check box.
      Result: When help desk analysts choose Work with Solutions, the Solutions Inquiry dialog box appears. Then they can specify search parameters that limit the contents of the Work with Solution dialog box to a specific set of records.
    • If no, clear the Enable Solutions check box.
      Result: When help desk analysts choose Work with Solutions, the Work with Solution dialog box appears. It contains solutions, ranked by frequency of use.
  3. Choose Close.

Configuring text searching

IBM Intelligent Miner for Text searching can be available at these dialog boxes:
  • Common Problem Inquiry dialog box
  • Error Message Inquiry dialog box
  • Hot News Inquiry dialog box
  • Solutions Inquiry dialog box

To configure text searching:

  1. In the Diagnostics Settings dialog box, choose the Inquiry tab.
  2. Do you want to enable or disable the text searching functions provided by IBM Intelligent Miner for Text?
    Note: If the Enable Text Searching check box is unavailable, IBM Intelligent Miner for Text is not properly configured. For more information on configuring IBM Intelligent Miner for Text to work with Tivoli Service Desk, see IM4T Text Retrieval in the online Tivoli Service Desk 6.0 Developer's Toolkit Script Language Reference.
    • To enable text searching, under Text Index Options, select the Enable Text Searching check box.
    • To disable text searching, under Text Index Options, clear the Enable Text Searching check box.
  3. Choose Close.

Verifying that text searching is available

To verify that text searching functions are available: