Analytics for Request-Problem-Solution

Analytics for Request-Problem-Solution

I've been trying to locate or figure out how can we associate a solution with to a Request/Incident and Problems.

We usually create a problem if an issue or similar incident keeps on poping out. The problem tab is a great place to manage and handle a known/possible problem. I like that within the problem id we can associate an incident. This helps us build a case that there is really a problem somewhere. 
Within Problems tab, theres a Solution section where you put your Workaround and Solution. It'll would be great addition if we can associate an existing Solutions ( Solution ID) in that Problem ( Problem ID) rather than creating a solution (which will be added to the list of Solutions; in the Solutions tab) or copying a known solution, which if we does, it'll create another solution entry (Solution ID) which basically contains the same information of the solution it were copied from. Thus you'll end up having two Solution ID with the same content.

It would be great addition if we can somehow determine a solution hits (hit count). Say you have 3 Solution entries. Solution ID 1 2 and 3. Then you have 5 Problems, Problem ID 1 to 5. A feature wherein we can associate a solution id to a problems (problem id) and come up to a conclusion or report that a problem of Problem ID 1-3 has been resolved by Solution ID 1 and Problem ID 4 were solved by Solution ID 3.

With this, technician can search through the Solution tab using what ever keyword; related to the current problem he's facing, then based on the solution hit, he can start going through the details of the solution with the greatest percentage hit to try to resolve a ticket. If it doesn't work, he'll go to the second solution with the next percentage hit. Same goes with Request ID, it's nice if we can associate a Solution ID before closing a service request.

I think correlating and cross-referencing (with some analytics) between Request,Problem and Solution would be a great addition to this product



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