|
|
|
|
|
Search solution in KB
Use case scenario: A Service Request exists. The Service Request solution is found in the Knowledge Base (KB).
The following actions are involved in the process:
|
Search Solution |
Allows you to start the Knowledgebase search for a solution. |
|
Use |
Allows you to accept the solution you pick from the Knowledgebase queue list. This results in creation of a new ticket description of the solution type.
|
To search solution in Knowledge Base:
- Continue with the opened Service Request editor.
- Click the Search Solution button to initiate Knowledgebase search.
The shorttext of main description may be already pre-filled in the query field.
The Knowledgebase search starts automatically.
Depending on the configuration, a preview of solution documents is shown as well.
Please see also the 'KB Proposal' topic.
- Pick the required solution from the list.
- Click Use.
A new ticket description of the Solution type is created.