How does Hot News work? |
You use the Hot News Diagnostic Aid to find
solutions for problems that relate to short-term, current situations that affect many
people. The system administrator creates Hot News records to advise help desk analysts of
"hot" problems or "hot" new solutions to long-term problems, and to
share urgent information that can affect many different people. Hot News is the most dynamic of the Diagnostic Aids because it is frequently updated with current problem information and can be time-sensitive. Examples of Hot News include:
This help topic shows you how to access Hot News records and how to use a Hot News item to resolve a problem. |
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Timeliness of Hot News |
When the system administrator adds or edits a Hot News record, he or she can specify a time range when this Hot News record appears. When you access Working with Hot News outside this time range, the Hot News record does not appear. You can still choose Inquiry and SQL to search for Hot News records that have expired or have not yet become active. | ||||||||||||||||||||
Auto Hot News |
Your system administrator can make the Hot News tab of the Diagnostic Aids dialog box appear
automatically when you register a call. The Hot News tab of the Diagnostic Aids dialog box
appears automatically in one of these ways:
In both cases, the Hot News tab of the Diagnostic Aids dialog box appears and displays Hot News records that match the location and SCIM information in the Call Registration dialog box. You immediately see the Hot News records that are most likely to apply to the problem experienced by your caller. The Auto Hot News feature automatically displays the Hot News tab of the Diagnostic Aids dialog box once during the call registration process. Auto Hot News is not triggered again until you close the Call Registration dialog box and open it again. |
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In-context search |
If you access the Hot News Diagnostic Aid from the Call Registration dialog box and you have specified component or location information, Tivoli Problem Management performs an in-context search for Hot News records that match the location and component values. This also occurs if you access it while using the Problem Status dialog box. | ||||||||||||||||||||
Out-of-context search |
You can perform an out-of-context search for Hot
News records and not use the location and component information with the Call Registration dialog box or the Problem
Status dialog box open from the toolbar or the Diagnostic menu. You can also search
through all the Hot News records without registering a call or resuming a problem. When you perform an out-of-context search, the Work with Hot News dialog box contains all the Hot News records. If you do not supply a context, Tivoli Problem Management does not narrow the search. You can use the Inquiry and SQL buttons on this dialog box to search for a more specific set of Hot News records. Note: For more information on searching, see Searching and Inquiring. Your system administrator can make the Hot News Inquiry dialog box appear before the Work with Hot News dialog box when you request an out-of-context search. You can specify search parameters in the Hot News Inquiry dialog box. These search parameters control which Hot News records appear in the Work with Hot News dialog box. |
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Out-of-context search parameters |
The following table describes the search
parameters available in the Hot News Inquiry dialog box.
Note: For more information, see Searching and Inquiring. |
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Activating Hot News solution |
When you locate a Hot News record with the
correct solution, you are ready to activate the solution. Activating a solution
tells Tivoli Problem Management that you have solved the problem. Tivoli Problem
Management updates the Call and Problem records with information from the Hot News record.
There are two ways to activate a solution, depending on whether you performed an in-context or out-of-context search. |
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Accessing Work with Hot News dialog box |
To access the Work with Hot News dialog box, do
one of the following:
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Accessing the Hot News tab of the Diagnostic Aids dialog box |
To perform an in-context search with the Hot
News Diagnostic Aid, use this table to determine your action.
Note: Hot News could appear automatically at this point. Result:A table of the Hot News records that match the component and location information in the Call Registration dialog box or the Problem Status dialog box appears in the top section. The details of the currently selected Hot News item appear in the Description and Solution boxes. |
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Activating a Hot News Solution from the Hot News tab |
Perform the following steps to activate a
solution from the Hot News dialog box:
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Performing out-of-context searches |
To perform an out-of-context search with the Hot
News Diagnostic Aid, perform one of the following steps from the table.
Result: The Work with Hot News dialog box appears. |
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Narrowing an out-of-context search |
If you perform an out-of-context search with the
Hot News Diagnostic Aid, you can use the Inquiry and SQL buttons to search for a specific
set of Hot News records. To narrow an out-of-context search for Hot News records, perform the following steps:
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Viewing Hot News records |
When you perform an out-of-context search for
Hot News records, you see the Work with Hot
News dialog box. In the Work with Hot News dialog box, you can see the title,
description, and some general information about the listed Hot News records, but you do
not see the solution. To see the Hot News Solution box, choose View. Tip: You do not have to view Hot News prior to activating a solution. When you activate a solution, Tivoli Problem Management displays the Hot News Description and Solution boxes. You can cancel the activation process if you decide this is not the correct solution. Perform the following steps to view Hot News records:
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Viewing related problems |
Before you activate a Hot News record to resolve
a problem, you may want to view the problems that were resolved using the solution from
this Hot News record. Perform the following steps to view problems resolved using the solution from a selected Hot News record:
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Activating a Hot News Solution from the Work with Hot News dialog box |
Perform the following steps to activate a
solution from the Work with Hot News dialog
box:
As in the previous example, complete all the required Call Registration information, then handle the problem just as you would any other problem. |
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Quitting the Hot News Diagnostic Aid |
If you do not find an appropriate solution, you
can quit the Hot News Diagnostic Aid without activating a solution. You return to where you were when you accessed the Hot News Diagnostic Aid: the Call Registration dialog box, Problem Status dialog box, or the Tivoli Service Desk window. You can access any other Diagnostic Aid to solve the current problem or you can choose to freeze or transfer the problem, or transfer the call. Note: For more information, see Freezing or Transferring Calls and Problems. |