Hi SDP user,

Still checking if any relevant solutions are available in the solution base or if any announcements have been made regarding your issue before you go on to raise one? Here we make it easier for you! We are planning to introduce a new feature to our product that enables automatic suggestion of Solutions and Announcements, when the user raises an Incident Request through their self-service-portal login. This is enabled only for users,not for Technicians.

What is it?

Before each new Incident Request is being made, Solutions and Announcements are searched for, using the selected fields in the Request form. The matched solutions and announcements(if any) are suggested. If any solution or announcement is found appropriate, you can accept it and cancel a new request from being created. If not, you can continue to create a new request.

What for?

• Prevents new requests from being raised if solutions are already available.
• Ensures that users better utilise the knowledge-base of solutions.
• Cross-checks if any relevant Announcements have been made.

How does it work?

• When a User tries to create a new Incident Request by filling out the fields in the web-form, auto-suggest will take place at 2 places :

      (I) On-blur from Subject field - Subject, Category, Sub-Category and Item field values from the form is searched against the Solutions and Announcements.

Subject on-blur :

(II) On form submit - Subject,Description,Category,Sub-Category and Item field values from the form is searched against the Solutions and Announcements.

On form submit :

• This works similarly for both Default template as well as Custom templates.
• Users can view the solutions / announcements if they wish to, by clicking on the suggested solutions count / suggested announcement count link provided.
• The top 5 solutions ( public,approved and filtered based on user-groups ) and announcements (that are still alive and filtered based on user-groups ) will get listed in 2 separate tabs in a dialog box.

Solution tab active :

Announcements tab active :

• Each of the solutions and announcements can be viewed in detail in the same dialog box or in a new window.

Solution Details View :

• If an appropriate solution or announcement is found, you can cancel the new request creation by clicking ”Cancel my request” in the dialog box. The time the request was canceled is stored in the database and using this information, the admin can get to know the number of requests that have been canceled by this feature over a period of time (say this week, last week, this month, last month.)
• If none of the solutions or announcements seem appropriate, you can go on to create a new request by just clicking “Submit my request” in the same dialog box.

Would like your feedback on the following:

• Solutions can be searched as :

      TITLE ON-BLUR:

Option 1:Subject, Category, Sub-Category, Item field values (vs) the whole solution information. [ proposed behavior ]
Option 2: Subject field value (vs) Solution keywords 
Option 3:Subject field value (vs) the whole solution information (as in the existing Solution-search).
Option 4:-Subject, Category, Sub-Category, Item field values (vs) Solution Keywords


      FORM SUBMIT:

Option 1:Description,Subject, Category, Sub-Category, Item field values (vs) the whole solution information. [ proposed behavior ]
Option 2:Description,Subject, Category, Sub-Category, Item field values (vs) Solution Keywords

• Will category,sub-category,item values be useful for your search?
• Would you prefer the auto-suggest to happen in both places (Title-on blur and form submit) or just one? and preferably which one?
• Any other suggestions / feedback to improvise on this enhancement are welcome.

Regards,

Varshini Sampath