While processing a request, an operator may find a successful solution to complete it by using records from the Resolutions app.
However, there are situations where the root cause is more serious such as network errors or incorrect equipment connections. In such cases, detailed instructions for resolving complex problems are required. These instructions are stored in the Known Errors app.
An error page with a detailed solution description is created by an operator or responsible employee in the following cases:
- A problem was identified, and its solution needs to be recorded.
- The analysis of similar requests reveals that existing knowledge base solutions are insufficient.
Data from the Known Errors app is used to search for ready-made solutions when handling requests and when creating new problems.
Add a known error
To add an error resolution to the system:
- Go to the Known Errors app.
- Click + Known Error in the upper right corner.
- Fill in the fields in the window that opens.
- Name. The name of the known error.
- Resolution policy. A file containing information on resolving similar errors.
- Procedure for the workaround. Steps to prevent the error from occurring.
- Temporary solution. Used until a permanent solution is found. Available temporary solutions are stored in the Resolutions app.
- Click Save.
The new error resolution will appear in the app.
Work with an error
Clicking on an app item opens the problem page, where users can:
- Create a task and correspond regarding the error.
- Send error for information or approval using the
button. - Edit or delete error information.
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