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|ID||Project||Category||View Status||Date Submitted||Last Update|
|0000963||SiT!||incidents||public||2009-09-23 11:42||2009-10-15 08:36|
|Target Version||Fixed in Version|
|Summary||0000963: new incident + KB search|
|Description||It 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.
|Tags||No tags attached.|
|Attached Files|| inc222.jpg [^] (236,801 bytes) 2009-09-23 12:16
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?
|It should shows for example 4 KB articles (KB title and when mouse over - symptoms) with links. see image.|
|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')|
|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.|
|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|
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 ..
|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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