Steps to problem resolution

Problem resolution is a multi-step process that begins when you receive an important message.

• Detect: A message indicating a problem appears in your active messages browser. From within the browser, you can see what has happened, the severity level of the message, and whether there are preconfigured actions you can take to resolve the problem.
• Evaluate: Examine the problem to determine what the problem is and where it occurred. Your administrator may have predefined instructions associated with the message to help you diagnose the problem. Several options are available to you. Use the map view to see all managed devices for a node, find the root cause of the problem, or see a view of services impacted by the problem.
• Resolve: Correct the problem. Your administrator may have preconfigured automatic actions to correct the problem. If so, the action will automatically occur. Other kinds of actions must be initiated by you. You can choose when to start these operator-initiated actions, depending on what your administrator has configured for you. When the action is completed, review to see whether the actions you started corrected the problem. For example, the initial message about the problem will no longer appear in the message browser and a new message describing the new status will appear. You can also check to see whether a tool application succeeded by looking at the Tool Status dialog box.
• Document: When the problem is resolved, make note of your results using annotations to the message and acknowledge the message. Acknowledging moves the message to the history database.