Auto - KB Proposal related to the category and type of ticket

Thibaut Cauliez 7 years ago 0

To exploit the knowledge base at best when processing a ticket, depending on its type and category , it will be a good KB list is proposed to the technician to solve the problem without going to perform research itself in the knowledge base.

If any of KB self- proposed resolution allows the ticket, that acquires a point scoring KB making it more relevant. This KB will be offered in the first position the next time a ticket of the same qualification will be open.

This feature will :

-> To save time technicians
-> From more easily create KB if none is proposed in qualifying ticket
-> Prioritize the most important KB