Specifying Problems


Overview

Tasks

Included with

Tivoli Change Management user

Overview

Specifying problems

In Tivoli Problem Management, a problem is a record of a call received by a help desk analyst. If you use Tivoli Change Management with Tivoli Problem Management, you can attach a Tivoli Problem Management problem to a change. When the change is complete, Tivoli Change Management updates the status code for the associated problem. In addition, you can view and delete a problem attached to a change.

Tivoli Problem Management users can also create a change from a problem.


Tasks

Attaching a problem to a change

You can attach a Tivoli Problem Management problem to a Tivoli Change Management change.

To attach a problem to a change:

  1. In the Change dialog box, choose the Problem tab.
    Result: The Problem tab appears.
  2. Choose Attach.
    Result: The Problem Inquiry dialog box appears.
  3. Type the problem search criteria in the appropriate boxes.
    Note: To list all problems, leave all boxes empty and choose OK.
  4. Choose OK.
    Result: The Work with Problems dialog box appears and lists all matching problems.
  5. Under Problem List, select a problem.
  6. Choose Select.
    Result: The problem is attached to the change and appears on the Problem tab.
Viewing a problem attached to a change You can view a Tivoli Problem Management problem attached to a Tivoli Change Management change.

To view a problem attached to a change:

  1. In the Change dialog box, choose the Problem tab.
    Result: The Problem tab appears.
  2. From the Problems list, select a problem.
  3. Choose View.
    Result: The Problem Status dialog box for the problem appears.
  4. Review the problem information.
  5. Choose Close.
    Result: The Problem tab of the Change dialog box appears.
Deleting a problem attached to a change You can delete a problem from a change. When you delete a problem from a change, the problem is no longer associated with the change. The problem is still stored in the Tivoli Problem Management database.

To delete a problem from a change:

  1. In the Change dialog box, choose the Problem tab.
    Result: The Problem tab appears.
  2. From the Problems list, select a problem.
  3. Choose Delete.
    Result: The problem is deleted.
Creating a change from a problem If you are working in Tivoli Problem Management, the change requester may be the person who contacted the help desk with a problem. Note if the name of the caller is not included in the PEOPLE table, the user (help desk analyst) becomes the requester. If the name of the user is not included in the PEOPLE table, a message appears and the Requester box in the Change dialog box remains empty.

To create a change from a problem while working in Tivoli Problem Management:

  1. Verify that the problem is open and active.
  2. Start Tivoli Change Management.
  3. From Tivoli Problem Management, do one of the following:
  4. Next to the Category box, choose the Browse button to select a Category.
  5. From the Status list, select a status for the change.
  6. Choose OK.
    Result: The Change dialog box appears.
  7. If there is assets associated with the change, define the assets effect.
    Note: The Category and Status boxes are required and contain information. Unless you have associated assets, you can submit the change without adding additional information. If you have associated assets, you must first add information about the assets.
  8. Choose OK.
    Result: The change is saved.