Problem States
Descriptions of the problem states or their effects on the problem:
- Additional problem information
- Indicates
a service representative,
while performing a repair procedure,
manually edited the service history log to further describe
the problem or its repair.
- Continued in printed information
- Indicates a repair procedure instructed
a service representative to
continue the repair using a printed repair procedure.
- Customer notified
- Indicates
Problem Analysis displayed a panel
to report the problem.
- Duplicate problem closed
- Indicates
Problem Analysis closed the problem because it was a duplicate of another
open problem.
- Inactive problem closed
- Indicates
Service History closed the problem because of inactivity.
- Problem closed
- Indicates Problem Analysis could no longer detect the problem
after a service representative
completed a repair procedure.
- Problem closed by the user
- Indicates the console operator used the Service History task
to close the problem.
- Problem detected
- Indicates Problem Analysis
detected the problem automatically.
- Problem reopened
- Indicates Problem Analysis detected the problem occurred again
after it was repaired and closed.
- Repair closed
- Indicates a problem was closed when the repair was completed.
- Repair ended
- Indicates a service representative
completed a repair procedure.
- Repair resumed
- Indicates a service representative started using a previously
suspended repair procedure.
- Repair started
- Indicates a service representative began a repair procedure.
- Repair suspended
- Indicates a service representative temporarily stopped using
a repair procedure before completing the repair.
- Returned from printed information
- Indicates a service representative
resumed using a repair procedure
to acknowledge completing a printed repair procedure.
- Service authorization complete
- Indicates Problem Analysis successfully transmitted
problem information and requested service
through a
Remote Support Facility (RSF)
connection to the IBM support system.
- Service authorization delayed
- Indicates Problem Analysis reported the a problem,
but the console operator did not request service.
- Service authorization failed
- Indicates Problem Analysis could not successfully transmit
problem information or request service
through a
Remote Support Facility (RSF)
connection to the IBM support system.
- Service authorized electronically
- Indicates Problem Analysis
used the Remote Support Facility (RSF)
to connect to the IBM support system
to transmit problem information and request service.
- Service requested via telephone
- Indicates Problem Analysis
displayed problem information and
instructed the console operator
to call an IBM service representative,
describe the problem,
and request service.