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(Submitted) Technicians to add to the knowledge base for ITD

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  • 1/9/2014
  • 2685 Views
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  • Last Activity: 3 years ago

Company Response

Fielding Harloe
Fielding Harloe 4 years ago

Hey Ben!

Thanks so much for submitting your idea to the Ideas forum. This is the best place for our clients to get their opinions heard.
Currently a Tech can add to the knowledge base if they are the creators of the ticket. If this is the case, in the long form view (click the incident ID number) you will see the KB addition fields under the action taken box.
Since all tickets are not going to be created by a technician, this can pose a problem. I have had client success using the following method. Have a tech create a Incident and keep it in a rarely used status such as "Deferred". In the description field they can type "used for KB addition" or something along those lines. When they need to add to the knowledge base they can pull this ticket up and change the specifics such as problem type, etc. and then add a new question, answer, and keyword. They can reuse this ticket anytime they need to a new KB item.
This was a great submission keep them coming!

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Technicians to add to the knowledge base for ITD

Anonymous
Anonymous 4 years ago

Company Response

Fielding Harloe
Fielding Harloe 4 years ago

Hey Ben!

Thanks so much for submitting your idea to the Ideas forum. This is the best place for our clients to get their opinions heard.
Currently a Tech can add to the knowledge base if they are the creators of the ticket. If this is the case, in the long form view (click the incident ID number) you will see the KB addition fields under the action taken box.
Since all tickets are not going to be created by a technician, this can pose a problem. I have had client success using the following method. Have a tech create a Incident and keep it in a rarely used status such as "Deferred". In the description field they can type "used for KB addition" or something along those lines. When they need to add to the knowledge base they can pull this ticket up and change the specifics such as problem type, etc. and then add a new question, answer, and keyword. They can reuse this ticket anytime they need to a new KB item.
This was a great submission keep them coming!

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