Use case: Copying resolution texts to ticket
Use case: Copying resolution texts to ticket
This article describes the use case "Copying resolution texts to ticket".
Use case: Copying resolution texts to ticket
Use case description
The use case for copying resolution texts for tickets allows service desk agents to leverage knowledge base articles when describing the resolution of the ticket.
Example scenario
Consider a scenario with an End user that notices that they have an issue with their VPN connection. The End user submits a ticket. Since it is quite a common issue, and since the is a proposed resolution to the issue, the Service Desk Agent decides to use the resolution text from the knowledge base article. They select the article from the ticket, and the ready-made resolution text is copied to the ticket's resolution field.
Use case diagram
Workflow
- The service desk agent selects a knowledge base article from a dropdown in the Ticket. Now the description text from the knowledge base article is automatically copied to the ticket's resolution.
- The service desk agent reviews and adjusts the resolution text is necessary.
Results
- A ready-made resolution text is copied to the ticket.
Benefits
- The service desk agent saves time when resolving frequently occurring incidents.
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