How can we improve the SMA (K1000)?

Relation between Knowledge Base and Service Desk.

Knowledge base should have some way to control the solved ticket that you add it from the service desk. if dont it is so easy to have same solutions with different tittles. tags could be a solution or a key words/category/importance comparation.

on the other hand, when you want to answer a ticket using the KB, the only way to find an article is by the tittle. this should be a powerfull searcher to be able to answer the tickets in the best and fastest way. for example, be able to look for the category, the importance, from tags or key words. or be able to customize it each one at its convenience.

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Paloma shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

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