KnowledgeGuide Document Transfer

Summary: KnowledgeCenter-aided solution search is used in Valuemation incident tickets. Search results may include documents of the KnowledgeGuide category. These documents represent decision trees created and administered by the KnowledgeGuide application. From the end user point of view, working with a decision tree means answering a dynamically created sequence of questions aimed at identifying the possible cause of a problem. This process can be captured by the decision tree history and this information transfered to a Valuemation ticket description.

It involves the following steps:

• In Valuemation Incident editor, call action 'Search Solutions'.
• Select one of the incident's ticket descriptions as a starting point for the search and confirm the selection to initiate the search.
• KnowledgeCenter opens and the search is performed. Locate a suitable KnowledgeGuide document and process its decision tree.
• Once the decision tree has been processed, transfer its history.
• In Valuemation, locate the corresponding solution in the 'Browser: KC Solutions' catalog and create a new ticket description from it.

Use Case

Service desk personnel are looking for a solution to a Valuemation incident ticket. USU KnowledgeCenter suite is installed and used for information and document management. The goal is to use KnowledgeCenter to find and process a decision tree; then pass the information to Valuemation.

1. Open the incident.
2. In the incident editor, click the 'Search Solutions' button. You must be the ticket responsible person to be able to work with the ticket.
3. The 'Browser: Ticket Description' catalog opens. The catalog displays all ticket descriptions belonging to the incident except for ticket descriptions of the 'Work History' type.
4. In the catalog, select a ticket description which can serve as a good starting point for the search. An ideal candidate is a ticket description which relates directly to the problem to be solved. (See Ticket Specific Settings for information on which ticket and ticket description fields are used for query construction.) The aim is for the query to find the right decision tree (KnowledgeGuide document), if existent.
5. Confirming the selection (by double-clicking the ticket description or selecting it and clicking the 'Ok' button) calls the KnowledgeCenter application and automatically initiates the search.
6. KnowledgeCenter is opened. Locate the section called 'Search result list' and in it look for documents of the 'KnowledgeGuide' category. If a suitable KnowledgeGuide document is found, open it and follow the decision tree. You will be answering a dynamically created sequence of questions aimed at identifying the possible cause of a problem.
7. If the decision tree has lead to a solution to the problem, then the sequence of questions and answers might be useful for answering the incident ticket. This information can be transfered as the decision tree history by calling the 'Transfer History' action in KnowledgeCenter.
8. The 'Transfer History' action summarized the question sequence in KnowledgeCenter and also transfered the information to Valuemation. To access it, call the 'Assign Solutions' action in the ticket from which the solution search started (we are back in Valuemation again). The 'Browser: KC Solutions' catalog opens. In the catalog, select the corresponding solution (the catalog may contain more solutions if KnowledgeCenter search has been already used within the Valuemation session) and click the 'Ok' button.
9. A new ticket description belonging to the currently processed ticket is created. The transfered decision tree history is captured in its 'Description' field.

Ticket description(s) created in the above described way can be used to share within the Valuemation environment the knowledge gained by processing the decision tree.