SiT! Bugs

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IDProjectCategoryView StatusDate SubmittedLast Update
0000963SiT!incidentspublic2009-09-23 11:422009-10-15 08:36
Reportersancho78rus 
Assigned To 
PrioritynormalSeverityfeatureReproducibilityN/A
StatusconfirmedResolutionopen 
PlatformOSOS Version
Product Version3.45 
Target VersionFixed in Version 
Summary0000963: new incident + KB search
DescriptionIt would be good, when you adding new incident and filling in title - SiT searchs keywords in KB and shows related KB articles (for example only 4 most sutable articles) somewhere in this window (for example - just right to title field). It should work something like searching contacts. it should search not for all words in title. search must start automaticaly (not by clicking the button) - may be when you put mouse in other field.

This should be done because the person, who registers new incidents not always it specialist. but if he will see article with instruction what to do to solve the problem - he can solve it himself and save time. This feature will help engineers too.
TagsNo tags attached.
Attached Filesjpg file icon inc222.jpg [^] (236,801 bytes) 2009-09-23 12:16

- Relationships

-  Notes
User avatar (0002021)
ivan (administrator)
2009-09-23 11:58

This is a great idea but what do you think should happen when a KB article is found?

Should SiT put some text into the incident that links to the KB article? Or something else?
(0002024)
sancho78rus (reporter)
2009-09-23 12:15

It should shows for example 4 KB articles (KB title and when mouse over - symptoms) with links. see image.
(0002025)
sancho78rus (reporter)
2009-09-23 12:20

and may be not all articles must be shown - only those, where checkbox put (new checkbox in KB article 'Use this article in incident title search')
User avatar (0002026)
ivan (administrator)
2009-09-23 13:44

I think it would be better to do the search after the user has selected a skill, this is because KB articles are linked to skills so the search will be more refined.
(0002027)
sancho78rus (reporter)
2009-09-23 13:48

yes...
User avatar (0002039)
paulh (administrator)
2009-09-23 20:44

We should still log a incident just so a) we have a record of the request b) if the KB article doesn't fix the issue then we have a call open for the incident
User avatar (0002091)
nicdev (developer)
2009-10-15 08:36

We have been thinking in the same direction recently. It is not only more efficient, but time saving as well, but i agree with Paul that we have to create the case first, for historical data and future reference in case the KB does not solve the issue.

We though that the same applies when an incident is created from the holding queue. In this case we can search the subject and do the comparison when the mail arrives, and add an update in the tempincoming table with a list of KB articles that can apply... or even add some text with the KB numbers to $bodytext ..

- Issue History
Date Modified Username Field Change
2009-09-23 11:42 sancho78rus New Issue
2009-09-23 11:58 ivan Note Added: 0002021
2009-09-23 11:58 ivan Status new => feedback
2009-09-23 12:15 sancho78rus Note Added: 0002024
2009-09-23 12:16 sancho78rus File Added: inc222.jpg
2009-09-23 12:20 sancho78rus Note Added: 0002025
2009-09-23 13:44 ivan Note Added: 0002026
2009-09-23 13:48 sancho78rus Note Added: 0002027
2009-09-23 16:10 ivan Status feedback => confirmed
2009-09-23 20:44 paulh Note Added: 0002039
2009-10-15 08:36 nicdev Note Added: 0002091


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