Using the Adaptive Learning Diagnostic Aid


Overview

Tasks

Included with

Tivoli Problem Management


Overview

What is Adaptive Learning?

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.

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.

Adaptive Learning matching process

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.


Tasks

Performing in-context searches with the Adaptive Learning tab of the Diagnostic Aid dialog box

Tivoli Problem Management performs an in-context search for records that match the problem description if you access the Adaptive Learning Diagnostic Aid from the Call Registration dialog box or the Problem Status dialog box. The SCIM information can also be used automatically in this search.

Note: The system administrator controls whether the SCIM information is used automatically to search for Adaptive Learning records.

To perform an in-context search with the Adaptive Learning tab of the Diagnostic Aid dialog box, do one of the following:

    If you are in the... then...
    Call Registration dialog box describe the problem.
    Optionally, in the System, Component, Item, and Module boxes, specify the SCIM information, then choose Diagnose.
    Problem Status dialog box resume a problem, then choose Diagnostics.

Result: The Adaptive Learning tab of the Diagnostic Aids dialog box appears.


A table appears with the Adaptive Learning records that match the problem description. SCIM information may also appear in the Call Registration dialog box or the Problem Status dialog box. The details of the currently selected Adaptive Learning record appear in the Description and Solution boxes.
The Adaptive Learning Diagnostic Aid assigns a score to each Adaptive Learning record that indicates the probability of the solution to solve the problem. The table is sorted by this score. Adaptive Learning records with the highest scores are most likely to solve the problem.

Performing out-of-context searches with the Work with Adaptive Learning dialog box

You can perform an out-of-context search for Adaptive Learning records with the Call Registration dialog box or the Problem Status dialog box is open from the toolbar or Diagnostics menu. You can also access the Adaptive Learning Diagnostic Aid when you are not registering a call or resuming a problem.

An out-of-context search does not automatically use the problem description or SCIM information. You specify your own search parameters.

Perform the following steps to perform an out-of-context search with the Work with Adaptive Learning Diagnostic Aid:

  1. Use this table to determine your first action.
    If you start from the... then...
    toolbar click the Adaptive Learning tool.
    Diagnostics menu choose Adaptive Learning.

    Result: The Adaptive Learning Inquiry dialog box appears.

  2. In the Problem Description text box, type a description of the problem.
    Tip: Make your problem description as accurate and detailed as possible. The search finds all Adaptive Learning records that match words found in the problem description. The more descriptive words you use, the more accurate the list of potential solutions is.
  3. Optionally, from the System, Component, Item, and Module lists, select SCIM information that describes the problem.
    Tip: If you specify SCIM information, your search finds Adaptive Learning records that match both the SCIM and words in the problem description.Try to specify as much information as you can, to restrict the search and locate the Adaptive Learning records that are most likely to be useful.
  4. In the Max Solutions text box, specify the maximum number of matching Adaptive Learning records you want to see.
    Tip: This number controls how many records appear in the Work with Adaptive Learning dialog box. The higher the number, the longer the search takes.
  5. Choose OK.
    Result: The Work with Adaptive Learning dialog box appears.
    It contains a table of the Adaptive Learning records that match the significant words in your description and any SCIM information you specify.
    The Adaptive Learning Diagnostic Aid assigns a score to each potential solution that indicates the probability of the solution to solve the problem. The Potential Solutions table is sorted by this score. Solutions with the highest scores are most likely to solve the problem.

Activating an Adaptive Learning solution

When you locate an Adaptive Learning record with the correct solution, you are ready to activate the solution. Activating a solution tells Tivoli Problem Management that you have solved the problem. Tivoli Problem Management updates the call and problem with the information from the Adaptive Learning record.

There are two ways to activate a solution, depending on whether you performed an in-context or out-of-context search.

When you perform an in-context search, you can activate a solution from the Adaptive Learning tab of the Diagnostic Aids dialog box.

Perform the following steps to activate a solution from the Adaptive Learning tab of the Diagnostic Aids dialog box:

  1. In the Adaptive Learning tab of the Diagnostic Aids dialog box, select the Adaptive Learning record with the appropriate solution.
  2. Choose Activate.
  3. What happens next depends on where you started:
    • Result if you accessed the Adaptive Learning tab of the Diagnostic Aids dialog box from the Call Registration dialog box:
      • The Adaptive Learning record solution is automatically copied to the Call Registration Resolution box.
      • The Adaptive Learning record SCIM, severity, and problem type information (if they exist) overwrite anything in the corresponding boxes in Call Registration dialog box.
      • The Adaptive Learning record description is automatically copied to the Call Registration Description box only when the Call Registration Description box is empty.

      Complete all the required Call Registration information, then handle the problem just as you would any other one problem.
      Note: For more information, see Registering a call.

    • Result if you accessed the Adaptive Learning tab of the Diagnostic Aids dialog box from the Problem Status dialog box:
      • The Adaptive Learning record solution is copied to the Status box.
      • The Adaptive Learning record severity, SCIM, and problem type information (if they exist) overwrite anything in the corresponding boxes in the Problem Status dialog box.
      • Depending on your configuration, the Save Problem dialog box appears. The Adaptive Learning record solution is automatically copied to the Save Problem Result box. Choose OK.
      • Tivoli Problem Management assigns the default Problem Close Code to the problem. The problem is resolved and the Problem Status dialog box closes.

      When you perform an out-of-context search, you can activate a solution from the Work with Adaptive Learning dialog box.

Activating an Adaptive Learning solution from the Work with Adaptive Learning dialog box

Perform the following steps to activate a solution from the Work with Adaptive Learning dialog box:
  1. In the Work with Adaptive Learning dialog box, select the Adaptive Learning record with the appropriate solution.
  2. Choose Activate.
  3. In the Activate Adaptive Learning dialog box, review the description and solution with your caller.
  4. If you and your caller agree that this is the correct solution for the problem, choose OK.
  5. What happens next depends on where you started:
    • Result if you accessed the Work with Adaptive Learning dialog box from the Tivoli Service Desk window:
      • The Call Registration dialog box opens automatically.
      • The Adaptive Learning record description and solution automatically appear in the Call Registration Description and Resolution boxes.
      • The Adaptive Learning record SCIM, severity, and problem type (if they exist) automatically appear in the Call Registration dialog box.

      Complete all the remaining required Call Registration information, then handle the problem just as you would any other problem.
      Note: For more information, see Registering a call.

    • Result if you accessed the Work with Adaptive Learning dialog box with the Call Registration dialog box open:
      • The Adaptive Learning record solution is automatically copied to the Call Registration Resolution box.
      • The Adaptive Learning record SCIM, severity, and problem type information (if they exist) overwrite anything in the corresponding boxes in Call Registration dialog box.
      • The Adaptive Learning record description is automatically copied to the Call Registration Description box only when the Call Registration Description box is empty.

      As in the previous example, complete all the required Call Registration information, then handle the problem just as you would any other one.

    • Result if you accessed the Work with Adaptive Learning dialog box with the Problem Status dialog box open:
      • The Adaptive Learning record solution is copied to the Status box.
      • The Adaptive Learning record severity, SCIM, and problem type information (if they exist) overwrite the corresponding boxes in the Problem Status dialog box.
      • Depending on your configuration, the Save Problem dialog box appears. The Adaptive Learning record solution is automatically copied to the Save Problem Result box. Choose OK.
      • Tivoli Problem Management assigns the Default Problem Close Code to the problem. The problem is resolved and the Problem Status dialog box closes.

Quitting the Adaptive Learning Diagnostic Aid

If you do not find an appropriate solution, choose Close to quit the Adaptive Learning Diagnostic Aid without activating a solution.

You return to wherever you were when you accessed the Adaptive Learning Diagnostic Aid -- the Call Registration dialog box, Problem Status dialog box, or Tivoli Service Desk window.

You can access any other Diagnostic Aid to solve the current problem or you can choose to freeze or transfer the problem, or transfer the call.

Note: For more information, see Freezing or Sending Calls and Problems.