HP NonStop NS Task 2b Fix the Most Probable Cause of the Problem, Task 3b Provide Documentation

Introduction to Integrity NonStop NS-Series	Task 3: Escalate the Problem If Necessary
Operations

Task 2b: Fix the Most Probable Cause of the Problem

For the example in the worksheet, the most likely cause of the hung terminal is a security problem. Ask yourself what would be the fastest, least expensive, safest, and surest way of verifying that this is the most probable cause of the problem.

Once you have determined the most likely cause, try to fix it. Follow through and implement the appropriate solution. If this solution does not fix the problem, continue trying other possible solutions that are reasonable considering time, expense, and safety.

Task 3: Escalate the Problem If Necessary

If the solutions you tried in the previous tasks do not solve the problem, you might consider escalating the problem to get additional help.

Task 3a: Determine Whether You Need to Escalate the Problem

After you complete each task in the problem-solving process, you must decide whether you can continue by yourself or if you must ask for help. Ask yourself these questions:

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Do I have the authority to resolve this problem?

Do I have the necessary knowledge?

Do I have the skill?

Do I have the time?

What other people need to become involved, if any?

Who needs to be informed about the problem’s status?

Task 3b: Provide Documentation

If you decide to escalate the problem, you might be required to document the problem by providing:

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A problem identification number

A problem classification

A complete description and history of the problem

Diagnostic information such as copies of the event log, results of memory dumps, and so on

You might also have procedures at your site for logging problems. If you have a shift log or problem log, make timely entries in the log.

HP Integrity NonStop NS-Series Operations Guide—529869-005

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