The Knowledge Base can be used by the agent to find a
Solution to an Issue while working on that Issue. This allows the
agent to quickly resolve an Issue without losing any work. If a
matching Solution is found, it can be imported directly in the Description
of the Issue.
Note
If the Auto-Suggest Solutions feature is enabled, you will be able to view suggested Solutions that exist in the Knowledge Base which match the criteria you enter in the Issue Information on the Issue page, and to browse the Knowledge Base from there as well. This will give you the opportunity to more quickly resolve the Issue. (For details, see "Enabling Auto-suggest Solutions for Issues and Requests" in the Administrator's Guide.
To use this feature:
On the Create
Issue or Edit
Issue page, select Search
Knowledge Base above the Description
field. A pop-up window appears containing the Knowledge Base search
options.
Enter the keyword
for which to search. For example, to find Solutions regarding password
problems, search for the word "password".
Select one of the
FootPrints Knowledge Bases listed
in the drop-down. Other Knowledge Base search features are also
available from the Issue page, including FAQ categories and the Advanced
Search. Refer
to Knowledge Base Search Options for more
information. To
place a link in the Issue back to the originating Solution, click the
checkbox.
Click GO.
A
list of matching Solutions is displayed.
Mouse-over the Titles
to view the details of each Solution.
Click the Title of
the desired Solution. If none match the current Issue, click the Search button to
perform another search.
The Solution is displayed
in the Description
field. It can be edited if necessary. Editing
the Description does not affect the originating Solution.
If an external Knowledge
Base was searched, the results are displayed in a separate window. These
results are not automatically pasted into the Description
field when selected; you must copy and paste the Solution manually.
Make any other needed
changes to the Issue and click GO.
The Issue is updated with the selected Solution and email notification
is sent to the assignees and customer if that option is chosen.
Note
The names of many of the fields in FootPrints
can be changed by the administrator (Title,
Priority,
Status,
Description,
etc.), as well as the name of the records (Issue).
Custom fields can also be created. For
clarity, this manual always refers to FootPrints records as “Issues,”
and uses the default terms for the other field names.