Viewing Associated Problems


Overview

Tasks

Included with

Tivoli Asset Management


Overview

About associated problems

In Tivoli Problem Management, when an analyst creates a problem, he or she can associate an asset with the problem. If you use Tivoli Asset Management with Tivoli Problem Management, you can view any problems associated with an asset. You view problem information in the Problem Status table.

Problem Status dialog box

The Problem Status dialog box contains tabs with the following information:
Tabs Description
Problem Contains general information on the problem, such as ID, open and close dates, severity level, SCIM information, and a problem description.
Calls Contains more specific problem information, such as ID's for the support center location, the caller ID and phone number, problem type, and a problem description.
Work History Contains information on support representatives who have worked on a problem. This information includes open and closed dates, and begin and end times of sessions.

Note: You cannot Add, Update, or Delete work history items from this dialog box. This is reserved for Tivoli Problem Management.

Audit Trails This is a brief log of time and date information on a problem. This includes when it originated, work sessions on the problem, and its current state.

You can access the Problem Status dialog box from any of the following dialog boxes:

If you use the Quick Find Assets dialog box or the Asset List dialog box, you can view all the problems associated with a group of assets (those assets that appear in the Assets table as the result of your search criteria), or you can select a single asset and view its associated problems.

If you use the View Asset dialog box or the Edit Asset dialog box, you can view problems associated with the current asset.


Tasks

Viewing associated problems for a group of assets

To view associated problems for a group of assets:
  1. Do one of the following:
    • Open the Quick Find Assets dialog box and specify search criteria. (For instructions, see Finding Assets with Quick Find.).
      Result: If any assets match your search criteria, they appear in the Assets table.
    • Open the Advanced Asset Search dialog box and specify search criteria. (For instructions, see Finding Assets with Advanced Find.)
      Result: If any assets match your search criteria, the Asset List dialog box appears, with the assets displayed in the Assets table.
  2. Choose Problems.
    Result: The View Type dialog box appears, providing two options:
    • For all listed assets. This option enables you to view associated problems for all the assets in the Assets table.
    • For selected asset. This option enables you to view associated problems for the currently selected asset in the Assets table.
  3. Select the For all listed assets option, then choose OK.
    Result: The Associated Problems table appears, showing all problems associated with all the listed assets. You can now view details about any of these problems.
  4. Select a problem and choose View.
    Result: The Problem Status dialog box appears, displaying details about the selected problem.
  5. Choose Close.
    Result: The Associated Problems table appears.
  6. Repeat steps 4 - 6 for each additional problem you want to view.
  7. When you finish viewing problems, choose Close.
    Result: The Associated Problems dialog box closes, returning you to either the Quick Find Assets dialog box or the Asset List dialog box.

Viewing associated problems for a single asset

To view associated problems for a single asset, using the Quick Find Assets or Asset List dialog box:
  1. Do one of the following:
    • Open the Quick Find Assets dialog box and specify search criteria. (For instructions, see Finding Assets with Quick Find.).
      Result: If any assets match your search criteria, they appear in the Assets table.
    • Open the Advanced Asset Search dialog box and specify search criteria. (For instructions, see Finding Assets with Advanced Find.)
      Result: If any assets match your search criteria, the Asset List dialog box appears, with the assets displayed in the Assets table.
  2. Choose Problems.
    Result: The View Type dialog box appears, providing two options:
    1. For all listed assets. This option enables you to view associated problems for all the assets in the Assets table.
    2. For selected asset. This option enables you to view associated problems for the currently selected asset in the Assets table.
  3. Select the For selected asset option, then choose OK.
    Result: The Associated Problems table appears, showing all problems associated with the selected asset. You can now view details about any of these problems.
  4. From the Problems table, select a problem.
  5. Choose View.
    Result: The Problem Status dialog box appears, displaying details about the selected problem.
  6. Choose Close.
    Result: The Associated Problems dialog box appears.
  7. Repeat steps 4 - 6 for each additional problem you want to view.
  8. When you finish viewing problems, choose Close.
    Result: The Associated Problems dialog box closes, returning you to either the Quick Find Assets dialog box or the Asset List dialog box.

To view associated problems for a single asset, using the Edit Asset or View Asset dialog box:

  1. In either the Quick Find Assets or Asset List dialog box, select an asset, then choose Edit or View.
    Result: The Edit Asset or View Asset dialog box opens.
  2. Choose the Problems tab.
    Result: The Problems tab appears, showing all problems associated with the current asset.
  3. In the Associated Problems table, select a problem.
  4. Choose View.
    Result: The Problem Status dialog box appears, displaying details about the selected problem.
  5. Choose Close.
    Result: The Problem Status dialog box closes, returning you to either the Edit Asset or View Asset dialog box.