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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
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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. |
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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.
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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.
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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. |
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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.
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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. |
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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. |
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Use the Pick Diagnostics Node dialog box to
select a diagnostic node. For more information, see Adding
a group Error Message record. |
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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:
- In the Work with Error Message dialog box,
choose Inquiry.
- 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.
- Choose OK.
Note: The Work with Error Message dialog box appears with the list of matching
records.
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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:
- In the Work with Error Message dialog box,
choose Add.
- In the Add Error Message dialog box, in the
Title box, type a title for the group Error Messages record.
- In the Description box, type a description of the group.
- Choose the Advanced tab.
Note: The Advanced tab appears
- Under Error Message Type, select Group.
Note: Unlike individual records, group records do not require additional
information.
- Choose OK.
Note: The Work with Error Message dialog box appears with the new Error
Messages record in the Error Message List.
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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:
- 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.
- Choose Add.
- In the Add Error Message dialog box, in the
Title box, type the title of the Error Messages record.
- From the System list, select a system.
- From the Component list, select a component.
- From the Item list, select a item.
- From the Module list, select a module.
- From the Problem Type list, select a problem type.
- From the Severity list, select a severity.
- 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.
- 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.
- 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.
- 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.
- Choose the Advanced tab.
Note: The Advanced tab appears.
- Under Error Message Type, select Individual.
- If you want to associate this Error Messages record with an Error Messages group, choose
the Parent browse button.
- 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.
- 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.
The syntax for an TSD Script program is either:
- module:procedure ()
or
- module:function()
Example:
The syntax for an external command is:
Example:
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).
- 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.
- Choose OK.
Note: The Advanced tab appears
- Choose OK.
Note: The Work with Error
Message dialog box appears with the new Error Messages record in the Error Message
List.
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You can add an individual Error Messages record
from a solution. To create an Error Messages record from a solution, perform the
following:
- 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.
- Choose Add.
- 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.
- 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.
- Choose OK.
- 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.
- 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.
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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:
- In the Work with Error Message dialog box, from the Error Message List, select a group
title.
- 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:
- From the Work with Error Message dialog
box, select an Error Messages record.
- Choose Backup.
Note: The Work with Error Message dialog box is refreshed to show the
next higher level of Error Messages records.
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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:
- In the Work with Error Message dialog box,
from the Error Message List, select a group Error Messages record.
- Choose Activate until the Error Messages record that you want to view is listed in the
Work with Error Message dialog box.
- Choose View.
- In the View Error Message dialog box,
choose Close.
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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:
- In the Work with Error Message dialog box,
from the Error Message List, select an Error Messages group record.
- Choose Activate until the Error Messages record that you want to edit is listed in the
Error Message list.
- Choose Edit.
- 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
- Choose OK.
Note: For instructions on adding, updating, and deleting hypermedia
links, see Hypermedia Links.
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To edit an individual Error Messages record:
- In the Work with Error Message dialog box,
from the Error Message List, select an Error Messages record.
- Choose Activate until the Error Messages record that you want to edit is listed in the
Error Message list.
- Select the Error Messages record that you want to edit.
- Choose Edit.
- 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
- Choose OK.
Note: For instructions on adding, updating, and deleting hypermedia
links, see Hypermedia Links.
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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:
- In the Work with Error Message dialog box,
from the Error Message List, select an Error Messages record.
- Choose Activate until the Error Messages record that you want to delete is listed in the
Error Message List.
- Select the Error Messages record that you want to delete.
- 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.
- Choose Yes.
Note: Tivoli Problem Management removes the Error Messages record from
the Error Messages List.
- Choose Close.
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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. |