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Before you can work on a problem, view a problem
history, or edit a problem history, you first must locate the appropriate problem. You use
the Work with Problems dialog box to display a list of
problems, select a problem, and then choose the action you want to perform. Display a
list of problems by choosing one of these actions from the table.
If you use... |
then... |
the Problem Management Analyst menu |
choose Work with Problems. |
the toolbar |
click the Work with Problems tool. |
any of the dialog boxes on which the problem
appears |
choose the Problem History button. |
Note: Your system administrator can configure the system to have
the Problem Inquiry dialog box appear before the Work with Problems dialog box.
Tip: You can also display a list of problems on the Problem History
tab of the Call Registration dialog box. Recognizing that a
caller or location has previously experienced the same difficulty can help you resolve a
new problem quickly. |
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After you select a problem, use one of these
buttons to work on the problem.
Choose... |
to... |
Attach |
attach a new call to an existing problem. For
more information, see Attaching calls to problems. |
Close |
close the Work with
Problems dialog box. |
Inquiry |
search for a specific problem or set of
problems. |
Print |
print a specific problem history or set of
problem histories. For more information on printing problem histories, see Printing a Problem History. |
Refresh |
update the list of problems to include those
added since you first accessed the Work with Problems dialog box.
If you define any special search or sort criteria by using Inquiry or SQL before you
choose Refresh, Tivoli Problem Management uses this criteria when refreshing the list of
problems. |
Resume |
resume work on the selected problem. This opens
the Problem Status dialog box and displays the problem history of the selected problem. |
SQL |
create an advanced database query for a specific
problem or set of problems. |
View |
view the selected problem. |
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Viewing a problem history means that you can
look at problem information, but that you can not change anything. You view a problem
history when you want to check the record of what has been done about a specific problem,
to learn who called about it, or to verify its current status. You can not use any of
Tivoli Problem Management's Diagnostic Aids to solve the problem. You can view problem
history in the Problem Status dialog box. Time spent viewing a
problem history in the Problem Status dialog box is not included in the Time Spent box of
the Problem tab of the Problem Status dialog box.
Perform the following steps to view a problem history:
- Choose one of these actions:
- Open the Work with Problems dialog box.
- Open the Call Registration dialog box. Choose the Problem History tab.
- Choose Inquiry or SQL to search
for the problem you want to view.
Note: For more information on the Inquiry and SQL buttons, see Searching and Inquiring.
- Select a problem and choose View.
Result: The Problem Status dialog box appears
in view mode. You can review all of the information in the problem history.
Note: Only the Close button is available in view mode. You can not make
changes to any of the problem history information or add work history. You must resume
work on the problem to perform these functions.
- Choose Close to exit the Problem Status dialog box.
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You can add work history to describe additional
work that you performed on a problem. Additional work may occur outside the time spent in
the Call Registration dialog box or the time spent working on
the problem in the Problem Status dialog box. There are two
ways to add work history to an existing problem. The method you choose determines if the
time spent working offline is included in the total amount of time spent working on a
problem.
- To add the time spent working offline to the total time spent working on the problem,
add the work history while resuming a problem.
- To add only the work history description, but not the time spent working offline, add
the work history during call registration.
Note: For information on adding only work history descriptions, see Adding work history.
Perform the following to add work history while resuming a problem:
- From the Work with Problems dialog box, select a problem and
choose Resume.
- In the Problem Status dialog box, choose the Work History tab.
- If an existing Work History is displayed on the Work History tab, choose Clear.
Note: This clears the Description box and resets the Start Date, Start
Time, End Date, and End Time boxes to the current date and time. It does not remove
existing work history from the Work History tab.
- In the Description box, type a description of the work done offline.
- In the Start Date box, do one of the following:
- Type the date you began the offline work
- Choose the Begin Date Calendar button to select a date
- In the Start Time box, type the time you began the offline work.
- Use this table to determine your action in the End Date and End Time boxes.
If you want to... |
then... |
set the End Date and End Time boxes to the
current date and time |
choose Now. |
select a date |
choose the End Date Calendar button.
In the End Time box, type the time you finished the offline work. |
enter date and time you finished the work
offline |
type the date and time. |
- Choose Add.
Result: Your new work history is displayed in the list.
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You can delete work history for any problem,
open or closed. Because all work history information is also recorded in the audit trail
for the problem, however, the work history information remains in Tivoli Problem
Management. The deleted work history no longer appears on the Work History tab, but it is
still present on the Audit Trail tab of the Problem Status dialog
box.
Perform the following steps to delete work history:
- From the Work with Problems dialog box, select a problem and
choose Resume.
- In the Problem Status dialog box, choose the Work History
tab.
- In the Work History tab, from the work history table, select the work history you want
to delete.
Caution: The deletion occurs immediately when you choose Delete. You do
not get a second chance to verify that you want to delete the selected record.
- Choose Delete to delete the work history from the work history table.
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You can edit the information in a work history
if you want to change or update your notes on what you did offline to solve the problem. Perform
the following steps to edit work history:
- From the Work with Problems dialog box, select a problem and
choose Resume.
- In the Problem Status dialog box, choose the Work History
tab.
- In the Work History tab, from the Work History table, select the work history you want
to edit.
- Make the appropriate changes in the Work History Details boxes.
- Choose Update to display the updated work history in the table.
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