NonStop NS-Series Operations Guide (H06.12+)

Table 1-1 Problem-Solving Worksheet (continued)
Possible CausesProblem Facts
Magnitude?
Escalation DecisionSituation Facts
Plan to Verify/Fix
Plan to Prevent and Control Damage
Task 1: Get the Facts
The first step in solving any problem is to get the facts. Although it is tempting to speculate about
causes, your time is better spent in first understanding the symptoms of the problem.
Task 1a: Determine the Facts About the Problem
To get a clear, complete description of problem symptoms, ask questions to determine the facts
about the problem. For example:
Questions to AskCategory
What are you having trouble with? What specifically is
wrong?
What?
Where did you first notice the problem? Where has it
occurred since you first noticed it? Which applications,
components, devices, and people are affected?
Where?
When did the problem occur? What is the frequency of
the problem? Has this problem occurred before this time?
When?
Is the problem quantifiable in any way? (That is, can it be
measured?) For example, how many people are affected?
Is this problem getting worse?
Magnitude?
Task 1b: Determine the Facts About the Situation
Collect facts about the situation in which the problem arose. A clear description of the situation
that led to the problem could indicate a simple solution. Examples of questions to ask are:
• Who reported the problem and how can this person be contacted?
• How critical is the situation?
• What events led to the problem?
• Has anything changed recently that might have caused the problem?
• What event messages have you received?
• What is the current configuration of the hardware and software products affected?
An example of information you might obtain from asking questions:
AnswerQuestion
A terminal is hung.What is happening that indicates a problem?
In the office of USER.BONNIE. The affected terminal is
named $JT1.#C02.
Where is this problem occurring?
At 8:30 this morning and also at the same time two days
ago. Both times, this problem occurred after three
unsuccessful attempts to log on.
When is this problem occurring?
Intermittent; the problem seemed to disappear on its own
when it first occurred two days ago.
What is the magnitude of this problem?
28 Introduction to Integrity NonStop NS-Series Operations