Overview |
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Tasks |
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Included with |
Tivoli Problem Management |
Numerous calls about the same problem |
If you get many similar calls about the same
problem, you can speed up call registration by attaching the calls to an existing problem.
This method can help you give better support and keep more accurate support statistics. For example, if four people at one location call separately to tell you that their network is down, you can attach these four calls to the same problem record. When you resolve the problem, you can make sure that everyone who called is notified. Your problem record accurately indicates that the network went down once, not four separate times. There are several ways to attach a new call to an existing problem. |
Attaching a call before registration |
If you want to find a specific type of problem
and it does not matter who reported it or where it occurred, search for the appropriate
problem record before you register the call.
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Attaching a call after registration | If you want to find a problem previously
reported by your caller or by any caller at the same location, search for the problem
after you specify the location information in the Call Registration
dialog box.
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Attaching a call from the Work with Problems dialog box |
If you wish to attach a call from the Work with Problems dialog box, perform the following:
Result: The call is now attached to the problem.
Depending on your system configuration, either the problem is resumed or the call is
ended. |