Overview |
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Tasks |
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Included with |
Tivoli Problem Management |
What is Case Based Reasoning? |
Case Base Reasoning enables you to work through
a HyperTree in any order you want. With Case Based Reasoning you can quickly locate the
specific, relevant questions that point to a solution. Every time you answer a question in Case Based Reasoning mode, you narrow possible solutions. You can try each of the possible solutions until you find the one that works. In Case Based Reasoning, you and your caller work through a HyperTree in whatever order you wish, depending on the questions the caller answers. To find a solution, you answer questions displayed in the Case Based Reasoning tab of the Diagnostic Aids dialog box. As you answer questions, the list of possible solutions shortens. Eventually, you see only a few possible solutions and their accompanying questions. You can then select the correct solution and solve the problem. |
Accessing the Case Based Reasoning tab of the Diagnostic Aids dialog box |
To access the Case Based Reasoning tab of the
Diagnostic Aids dialog box, do one of the following:
Result: If the SCIM information that you provided sufficiently narrows the possible solution, the Case Based Reasoning tab appears. If there is more than one Case Based Reasoning solution for the provided SCIM, you need to select a node from the Select a Node dialog box. |
Searching for solutions using Case Based Reasoning |
When you answer a question is updated, the list
of possible solutions on the Case Based Reasoning tab based on your response. This update
function usually shortens the list of questions and solutions. Perform the following steps to answer a question:
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Clearing a response |
To change a response to a question, you must
first clear it, and then re-answer it. You can clear a single response or all responses. Perform the following steps to clear a response:
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Activating a solution |
Perform the following steps to activate a
solution:
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Using hypermedia links |
As you work with HyperTrees, you may encounter hypermedia links that allow you to access additional information
about the topic you are researching. A hypermedia link is a connection to a different source of information. You can identify a hypermedia link by its distinctive color. The color of a hypermedia link is determined by your system administrator. The use of hypermedia links depends on your help desk's configuration of Tivoli Problem Management. If you have questions about hypermedia links in HyperTrees, ask your system administrator. Perform the following step to use a hypermedia link.
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