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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 21/07/2008 08:46:21
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mark_scott_uk
SysAider
Joined: 17/07/2008
Messages: 16
Offline
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Hi
Is there any way to pre screen either web or email submitted requests and offer relevent KB articles before the ticket is submitted? Or on the web side of things offering "troubleshooters" such as have you rebooted, have you had training, are you a complete moron? ;o)
Regards
Mark
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21/07/2008 22:59:38
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
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mark_scott_uk wrote:... and offer relevent KB articles before the ticket is submitted? Or on the web side of things offering "troubleshooters" such as have you rebooted, have you had training, are you a complete moron? ;o)
*smile*
By doing this you already process the SR.
I'm sure you're familiar with the escalation concept but let me guess... you're a single fighter ?
What's your mail client ?
If your mail client is outlook... you can setup rules to process certain category to fire automated respond such as provide links, ask question and so forth.
The trick is crafting the category in such a way it's more a description of problem than mere labels of problem.
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22/07/2008 03:50:51
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mark_scott_uk
SysAider
Joined: 17/07/2008
Messages: 16
Offline
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Thanks for the response,
We are a team of 5 across 2 sites, a lot of the SRs we get in at the moment can be resolved by telling the user to reboot or by getting them to read a web page etc. Ive seen another helpdesk which has this feature, might be worth thinking about for a future upgrade perhaps?
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22/07/2008 04:39:42
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
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Do you know that the knowledge base is accesible by user ? It's a FAQ scenario kinda thing...
Will THAT work ?
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27/04/2009 16:24:00
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WLPLaura
Super SysAider
Joined: 31/03/2009
Messages: 50
Offline
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The way I've seen this work in help desk systems used by some of our vendors is that when you click 'submit', the ticket isn't actually submitted but rather a list of relevant KB articles are displayed. Above that list, however, is a NOTE saying that the ticket has NOT been submitted yet and if they don't find an answer in the KB articles below, click the 'confirm submit' button.
When I have my end-user hat on, I've occassionally found a solution in the KB articles listed even though I searched the KB before submitting the ticket. For those that don't search the KB first, the hit rate would be much higher.
Can this be added a feature enh request to see if others would be interested?
Thanks 
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28/04/2009 04:38:00
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Perel
Elite SysAider
Joined: 17/02/2009
Messages: 162
Offline
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This sounds like a nice idea!
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29/04/2009 09:31:54
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Hey WLPLaura,
You are welcome to post your suggestion in the feature request forum so your suggestion can be voted on and then considered for a future edition of SysAid.
The feature request forum can be found at: http://www.ilient.com/Sysforums/forums/show/101.page
Best regards.
Haim
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Pushing IT forward |
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29/04/2009 16:30:37
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WLPLaura
Super SysAider
Joined: 31/03/2009
Messages: 50
Offline
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Thanks Haim Didn't realize regular SysAiders could do that.
Here's a link to this under Feature Enh for anyone interested in voting: http://www.ilient.com/Sysforums/posts/list/0/1982.page
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