Work with Problems Dialog Box


Overview

Tasks

Work with Problems dialog box buttons

Included with

Tivoli Problem Management

Overview

The Work with Problems dialog box

Before you can work on a problem, view a problem history, or edit a problem history, you first must locate the appropriate problem. You use the Work with Problems dialog box to display a list of problems, select a problem, and then choose the action you want to perform.

Work with Problems dialog box contents

The following table contains column descriptions for the Work with Problems dialog box. Use these descriptions to identify the problem with which you want to work.
Column Description
Number A unique, automatically generated number which identifies the problem in Tivoli Problem Management.
Status Status of the problem.
Problem Code Current problem code of the problem (the Open problem code is specified on the Call Registration tab). The Closed problem code is specified automatically when a solution is activated for the problem.
Problem Type Problem Type of the problem, as specified on the Call Registration tab of the Call Registration dialog box.
Owner Analyst who is responsible for solving and closing the problem. This may be the person who initially took the call, or it may be the person to whom a problem was transferred.
Cause Additional classification for problems.
Location Location where the problem is occurring, as specified in the Call Registration or Call Registration Dispatch dialog box. If multiple locations have reported this problem the first location that reported it is shown here.
Caller ID This is the caller ID of the caller who originally called with the problem. If multiple callers have reported this problem, then the ID of the first caller who reported it is shown here.
Severity This is the severity of the problem, as assigned on the Call Registration tab.
Solution ID This unique, automatically generated number identifies the solution activated for this problem. Every solution used in Tivoli Problem Management is assigned a unique solution ID.
Originating Site The site of the originating Tivoli Problem Management Analyst
Current Site The current site that the problem is assigned to

Accessing the Work with Problems dialog box

To access the Work with Problems dialog box, do one of the following:
  • If you are using the Tivoli Problem Management Analyst profile, from the Problems menu, choose Work with Problems.
  • If you are using the Tivoli Problem Management Analyst profile, choose the Work with Problems button on the toolbar..
  • From the Help menu, choose Your System Profile and follow the instructions under Work with Problems.

Tasks

Working with Problems

To work with problems:
  1. In the Work with Problems dialog box, select the problem that you wish to work with.
  2. Pick the button for the task that you wish to accomplish. See button description below for more information.

Work with Problems dialog box buttons

Attach button

Attaches a new call to an existing problem. For more information, see Attaching calls to problems.

Bulk Remote Transfer Button

Bulk Remote Transfer button is in the lower left corner of Work with Problems dialog box when Distributed Data Manager (DDM) is enabled.

Changes Button

Changes dialog box is appears.

Close button

Closes the Work with Problems dialog box.

Inquiry button

Search for a specific problem or set of problems.

Print button

Prints a specific problem history or set of problem histories. For more information on printing problem histories, see Printing a Problem History.

Refresh button

Updates the list of problems to include those added since you first accessed the Work with Problems dialog box.
If you define any special search or sort criteria by using Inquiry or SQL before you choose Refresh, Tivoli Problem Management uses this criteria when refreshing the list of problems.

Resume button

Resumes work on the selected problem. This opens the Problem Status dialog box and displays the problem history of the selected problem.

SQL button

Creates an advanced database query for a specific problem or set of problems.

View button

Views the selected problem.