We like to introduce the below set of features to improve the role of knowledge base in resolving the incident requests. We find the tighter integration of solutions to the incident requests will enhance the productivity of the IT team. We need your valuable feedback to improve the same.

We are currently having the auto-suggest based on the incident requests fields for the requester. We will be extending the same for the technicians where private solutions also being included in it. 

  

(Mark as) / (copy to) Resolution : (Phase 1)

When a technician uses the already available solutions and resolve the ticket there might be no-need to type the resolution he can simply map the solutions. From the solutions details we can provide the count of tickets resolved.

Tried ? Add Inference : (Phase 1)

When a technician tried a solution and the same does not resolved the incident then his inference on the same will be useful. If there is a new / complex issue arises then this applied solutions list and inference will provide a better view to proceed next to resolve the incident.

Like / dis-like of solutions :  (Phase 1)

When a technician is applying the solution he is not comfortable with the solution steps then he might dis-like the solutions and provide some inference to improve the solutions.

Forward to requester : (Phase 2)

When the ticket is created via the e-mail or there is a public simple solution available to resolve the issue then the technician can forward the same to the requester. The same will be added as a e-mail conversation. Under the requester portal the solution will be shown for the end-user to apply. We can provide the option to Like / dis-like of solutions there.

Task vs solutions : ( Will be taken based on feedback )

Incident is an issue / breakage in the services offered and the same need to analyzed to resolve the same. Tasks is a fixed unit of work and the execution of the work might be done based on the technician's experience or using some solutions.

Recommend Solutions : ( Will be taken based on feedback )

When a level 1 tech tries in-appropriate solutions / steps senior techs can recommend the appropriate solution to resolve the incident.

Note : Images provided are prototype version and the same will have refinement in the release version.

Regards,

Alagar Raja,

ServiceDesk Plus.