Search solution in KB and create Incident

Use case scenario: An incident occurs. Log the Incident: The Call Acceptance editor is filled with logged user information (normally end user or customer) and description. An incident has to be created and its solution is found in KB. This Incident work can be finished by two possible statuses: 'User Informed' or directly 'Closed' (the Incident is directly solved and information to end user is not necessary).

The following actions are involved in the process:

To search a solution in KB and create an Incident:

1. Continue with the opened Call Acceptance editor.
2. Make the classification: Ticket Class = 'Incident'.
3. Click Create + Edit Ticket.
4. Click the Search Solution button to initiate Knowledgebase search.

   Here the shorttext of main description is already prefilled in the query field.

   Knowledgebase search starts automatically.

   According to configuration a preview of solution documents is shown as well.

5. Define the solution in Knowledgebase as "helpfull".
6. Back in Valuemation, click the Accept Solution button and select the transfered solution from the queue list.

   This results in a new ticket description of type solution being created.

   A link to the Knowledgebase solution document is already entered.

7. Save the ticket.
8. Now you can either click Close Incident to close the ticket without informing the user or click User Informed to close the ticket with informing the user first.

   Depending on the configuration, the Call Acceptance editor is cleared or closed directly.