Yes for Google! Also the IBM website: http://pic.dhe.ibm.com/infocenter/tsminfo/v6r3/index.jsp
And in our shop, we started collecting the errors in a document with a description of what the error is, how/when in the backup/restore it happened and what we did to troubleshoot and correct. And there are times where we need to reach out to [email protected] as well. -----Original Message----- From: ADSM: Dist Stor Manager [mailto:[email protected]] On Behalf Of Leonard, Matthew Sent: Wednesday, June 06, 2012 8:37 AM To: [email protected] Subject: Re: [ADSM-L] Teaching Problem Solving? Nick, Tell them one word...GOOGLE! The main thing here is the person must contain the skillset to be able to "troubleshoot" an issue. Some people in IT do not contain this Skill which is difficult to have them move past. But if there is an issue that I am having trouble with, almost any issue I can find some type of hint/resolution by simply typing the error or Tivoli error code into Google. We actually have a troubleshooting checklist which I recommend you create which contains all of the basic techniques that should be followed. Before something gets "punted" up, have them go through the "troubleshooting" checklist. Matthew J. Leonard Network Infrastructure Administrator AtlasAir Worldwide Holdings [email protected] Office: 914.701.8715 -----Original Message----- From: ADSM: Dist Stor Manager [mailto:[email protected]] On Behalf Of Nick Laflamme Sent: Wednesday, June 06, 2012 8:25 AM To: [email protected] Subject: [ADSM-L] Teaching Problem Solving? Slightly OT, but I expect this might resonate with some of us. How do you teach someone to solve problems? How do you teach them to look past the first symptom (or the user's problem description) to gather all the symptoms and determine if a common cause might cause many of the symptoms? We've got some contractors are are TSM-certified but lack this skill of looking past the first symptom. I really need to tune up their problem solving skills so they handle more incidents themselves without punting to us all the time. Help? Nick
