Using the Case Based Reasoning Diagnostic Aid


Overview

Tasks

Included with

Tivoli Problem Management

Overview

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.


Tasks

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:

  1. In the Case Based Reasoning tab, from the Question section, select the question you want to answer.
  2. From the Available Answers list, select Answer, then choose Answer.
  3. Perform any actions in the Take the following Action box, or have the caller perform an action.
  4. Repeat steps 1 through 3 until you answer all the questions.
  5. Does the Solution in the Solution box solve the problem?

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:

  1. In the Case Based Reasoning tab, in the top table, select the question associated with the response you want to clear.
  2. Choose Clear.
    Result: The response is cleared. The list of solutions is updated to reflect the change.

Activating a solution

Perform the following steps to activate a solution:
  1. In the Case Based Reasoning tab, select a solution in the Solutions box, and choose Activate.

    Result if you accessed the Case Based Reasoning tab from the Call Registration dialog box:

    • The Case Based Reasoning solution is automatically copied to the Call Registration Resolution box.
    • The Case Based Reasoning SCIM, severity, problem type, and solution (if they exist) overwrite anything in the corresponding boxes in the Call Registration dialog box.
    • The Case Based Reasoning description is automatically copied to the Call Registration Description box only when the Call Registration Description box is empty.
    • Tivoli Problem Management assigns the Default Problem Close code to the problem.

    Complete all the required Call Registration information. For more information, see Registering Calls.

    Result if you accessed the Case Based Reasoning tab from the Problem Status dialog box:

    • The Case Based Reasoning solution is copied to the Status box in the Problem Status dialog box.
    • The Case Based Reasoning severity, SCIM, and problem type information (if they exist) overwrite the corresponding boxes in the Problem Status dialog box.
    • Tivoli Problem Management assigns the Default Problem Close code to the problem.

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.

  • Double-click the hypermedia link.
    Result: The dialog box, or application to which the hypermedia link is connected, appears.