Environment
Novell Service Desk 6.5
Situation
When a solution is created for an incident it will now be converted into a knowledge base article. This solution article will be available to all users, enabling them to search for possible solutions before creating an incident.
Resolution
A solution for an incident can be created in one of two ways:
1. Through the incident Notes tab- When a note is entered, selecting the Resolved button will close the incident and convert the note into the solution. As of NSD v4.0, this solution will become an article and will be assigned to the incident. To view the contents of the article, select the incidents Analysis tab.
Alternatively, to edit the article, go to the Knowledge tab, search for the solution article and modify as required.
2. Through the incident Analysis tab- To assign a solution to an incident, use the Analysis tab. Here proposed solutions will be listed. Proposed solutions are system matches on the incidents problem report with existing articles based on keywords. With the option of proposed solutions is the ability to search the knowledge base for existing articles that may solve the problem, either by keywords or article ID. To assign a proposed solution or searched article as a solution, select the article ID# followed by the Resolved button.
The last option under Analysis is to create a new solution. Selecting this will display the article editor, giving the user the ability to enter the details of the solution. Once the article is saved the incident is automatically closed. To view an incident's solution at any time, select the incidents Analysis tab.
Customers can also view solution articles in the Customer Portal through the knowledge base and as a link through their closed incidents.
1. Through the incident Notes tab- When a note is entered, selecting the Resolved button will close the incident and convert the note into the solution. As of NSD v4.0, this solution will become an article and will be assigned to the incident. To view the contents of the article, select the incidents Analysis tab.
Alternatively, to edit the article, go to the Knowledge tab, search for the solution article and modify as required.
2. Through the incident Analysis tab- To assign a solution to an incident, use the Analysis tab. Here proposed solutions will be listed. Proposed solutions are system matches on the incidents problem report with existing articles based on keywords. With the option of proposed solutions is the ability to search the knowledge base for existing articles that may solve the problem, either by keywords or article ID. To assign a proposed solution or searched article as a solution, select the article ID# followed by the Resolved button.
The last option under Analysis is to create a new solution. Selecting this will display the article editor, giving the user the ability to enter the details of the solution. Once the article is saved the incident is automatically closed. To view an incident's solution at any time, select the incidents Analysis tab.
Customers can also view solution articles in the Customer Portal through the knowledge base and as a link through their closed incidents.
Additional Information
Formerly known as 1000056