Using the Problem List during Call Registration


Overview

Tasks

Included with

Tivoli Problem Management

Overview

Searching for problem history

During call registration, you can search for similar problems that occurred in the past. Use the Problem History tab to assemble a list of problems that match any location or component information you specify.
You can choose... to...
Inquiry... search through all problem records for a specific problem record or group of problem records. For an example of the inquiry function, see Viewing the Problem History of a Location.
SQL... perform a SQL search for a specific problem record or set of records.

Note: For more information on the Inquiry and SQL buttons, see Searching and Inquiring.

Using problem history

You can use the problem list in several ways:
You can choose... to...
Attach... record multiple calls about one problem by attaching new calls to an existing problem. See Attaching Calls to Problems.
Copy copy the call registration information from a closed or frozen problem to the Call Registration tab. See Copying Existing Problems to new Calls.
Print... print all or selected Problem Histories. See Printing a problem history.
Refresh update the Problem History display at any time. Choose Refresh to show any new problems that match the current selection criteria. This includes problems added by other analysts since you performed your initial search.
View... view detailed information about a previously closed or frozen problem. See Viewing detailed problem information.

Tasks

Viewing the Problem History of a Location

From the Problem History tab, you can view all of the problem records associated with a caller's location. This is useful if you want to see if the problem occurred previously at the same location.

To view the problem history of a location:

  1. On the Call Registration tab, specify your caller's location in the Location box.
  2. Click the Problem History tab.
    Note: The system configuration allows the user to choose which problems appear in this list based on location, person, organization, and/or logged user.
  3. Choose Inquiry.
    Tip: If you want to include problems belonging to other analysts, ensure that your user ID is not in the Owner box.
    Note: For more information on inquiry, see Searching and Inquiring.
  4. In the Problem Inquiry dialog box, choose OK.
    Result: The Problem History tab appears. Here you see a listing of all problem records associated with the location ID you specified in the Location box on the Call Registration tab.
Searching for all problem histories for any or all locations To search for all problem records for any or all locations:
  1. On the Problem History tab, choose Inquiry.
  2. In the Problem Inquiry dialog box, specify your search criteria.
    Note: Tivoli Problem Management searches through all problem records to find the ones that match your search criteria and displays them on the Problem History tab.

Note: For more information on searching, see Searching and Inquiring.

Viewing detailed problem information To view detailed problem information:
  1. On the Problem History tab, select a problem.
  2. Choose View.
  3. In the Problem Status dialog box, click any tab to view problem details like Audit Trail and Work History.