Crow Canyon Systems,
Inc.
support@crowcanyon.com
Each
Service Area has its own Knowledge Base to capture reusable task information. The
Knowledge Base can be used to keep track of “how-to” articles, configurations,
and procedures, as well as instructions, problem resolutions and other
information for common requests.
Knowledge Base articles can be created and
opened either from the Knowledge Base folder or from an Assigned Ticket.
Creating
and Using Knowledge Base Articles from Knowledge Base folder
Knowledge Base articles can be created
directly in the Knowledge Base folder. Go to Actions menu, then “New SR KB
Article”. Fill out the article, then Post it to save to the KB folder.
Knowledge
Base articles can be opened from the Knowledge Base folder. Once open, the
article can be sent by email, using the “Send by Email” button on the article.
This makes a quick and easy way to send requesters fixes and solutions to
common problems.
Creating
and Using Knowledge Base Articles from an Assigned Ticket
Every Assigned Ticket has a “Knowledge Base”
tab. It is important to get familiar with this in order to use the Knowledge
Base from an Assigned Ticket.
The Open
KB buttons simply open the KB folder so that there is no need to navigate
to it. The “Open KB with Adv. Find” button opens the KB with the Advanced Find
tool ready to use.
The Search
KB section provides a way to search the KB for relevant articles by
entering in search terms. The search terms are simple, as explained when the
If “*” is used, all KB articles are returned.
The search results are listed by KB article name in the Search Results drop
list.
When a KB article is selected in the Search
Results list, the buttons below it give the option to Display the article or to
Send to the user associated with this ticket. If the article is sent to the
user, an entry noting this is added to the Work Log on the ticket.
The Create
KB Article from this ticket section produces a new KB article with
information pulled from the Assigned Ticket according to which checkboxes are
checked. Any or none of the checkboxes can be checked. When the “Create KB
Article” button is pressed, a new KB article is created in the Knowledge Base
folder. This new article will have the same Category and Type as the ticket.
Rating
Score
One option is that the staff can “rate” KB
articles when closing an Assigned Ticket. This gives a way to sort the KB
articles as to their relevance and their effectiveness in solving issues.
The Knowledge Base folder can have a folder
view where the Rating Score is shown and the tickets are sorted according to
that score. That would show which KB articles have proven the most useful.
This option can be turned on or off in the
Notification on Ticket Completion utility in the Notifications folder, in the
section shown below:
The Rating Score is shown on each KB article in
the bottom right:
Posted
By and Last Modified
After an article is saved, the lower left
section of the KB article will list who posted the article. If it is modified
after the original posting, information on the Last Modification will be there
also.
Further
Notes: