Service question to guidance

Step by step

1. Capture the support question Service Desk Agent

   Service Desk Agent records the service, affected asset when relevant, priority and assignee on the incident. For a request, capture the requester, type and due date.

   • Establish what happened and who owns the case
   • Updates Incidents, Assets, Services, Service requests

2. Document the investigation Service Desk Agent

   Service Desk Agent adds incident updates with an author and occurrence date. Service Manager opens a problem when the repeated issue needs root-cause work.

   • Preserve dated observations and findings
   • Updates Incident updates, Problems

3. Check the pattern Knowledge Editor

   Knowledge Editor compares the case with earlier incidents or problem findings on the same service. Identify which facts recur and which belong only to this case.

   • Identify the part of the solution worth reusing
   • Updates Incidents, Problems, Services

4. Draft article Knowledge Editor

   Knowledge Editor writes the reusable answer with its conditions, category and owner. Refer to the service in ordinary language in the body.

   • Write an owned answer and move it to Review
   • Updates Knowledge articles

5. Review article Article Reviewer

   Article Reviewer reads the draft against the case evidence and approves the publication decision when it is accurate.

   • Decide whether the answer is ready to publish
   • Updates Knowledge articles, Incident updates
   ApprovalA person approves before the work moves on.

Service Desk Agent

Manages the case, Service Manager owns problem context, Knowledge Editor writes the reusable answer, and Article Reviewer makes the publication decision.