Copying Existing Problems to New Calls


Overview

Tasks

Included with

Tivoli Problem Management

Overview

Reusing problem information

You can copy information from a problem that was reported, and resolved in the past, to a new call.

When you copy the call registration details from an existing problem record to a new call, you create a new call record and a new problem record. This speeds up the call registration process and keeps call and problem statistics accurate.

Note: All call registration information is copied from the closed or frozen problem on to the Call Registration tab. However, contact information is not copied. You must complete the First Name, Last Name, ID, Phone, Location, and Organization boxes.


Tasks

Copying an existing problem to a new call

To copy an existing problem to a new call:
  1. Open the Call Registration dialog box.
  2. Specify any details in the Contact or Component Information sections that help narrow your search for a problem record that matches your current caller's problem or leave the Call Registration tab blank.
  3. Choose the Problem History tab.
  4. Under the Problem History tab, choose Inquiry.
  5. In the Problem Inquiry dialog box, make any appropriate entries to narrow your search for the correct problem.
    Tip: Any information specified on the Call Registration tab appears in the Problem Inquiry dialog box as search parameters. For more information, see Searching and Inquiring.
  6. Choose OK.
    Result: The Problem History tab appears. It displays a list of problems that match your inquiry.
  7. Select an existing problem that matches the new one reported by your caller, then choose Copy.
  8. Under the Call Registration tab, complete any required information that was not copied from the existing problem.
    Result: Now you can work on the problem, freeze it, or transfer the call and problem to another analyst.