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Integrated Problem Reporting with Knowledge Base Publishing.

IP.com Disclosure Number: IPCOM000018963D
Original Publication Date: 2003-Aug-22
Included in the Prior Art Database: 2003-Aug-22
Document File: 2 page(s) / 9K

Publishing Venue

IBM

Abstract

Article concerns the integration of help desk ticket recording with the principles of knowledge management in order to quickly use such help desk information to solve future problems.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 51% of the total text.

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Integrated Problem Reporting with Knowledge Base Publishing.

    The paradigm that has been practiced has been one of separation concerning problem ticket recording and final knowledgebase document submission. This approach has led to dismal participation in knowledge programs and regularly forces program administrators to use quota systems in order to collect sufficient numbers of knowledge documents.

In taking the first step to break out of this old way of thinking, we must first tackle the notion that these two endeavors are different. The decision to write a knowledge document upon trouble ticket resolution is a vague decision point and usually is made in a way that does not support the goal of your knowledgebase system. As with most quota systems, engineers do not have to write a knowledge document on every ticket, so the reason and content of your knowledge system may not be tightly bound to your customer's needs.

What do your engineers consider when making the decision to write a knowledge solution? Some common answers are:

If it's an unusual problem. Behind on quota for the month. How specific the problem is. Does it easily lend itself to a knowledge article? Whether someone will need to know this information. Required much research and difficult to find answer, may save steps in future research.

With the wide range of answers above, the reader can see that this decision is made at an individual level and not always customer focused.

It should be evident that any question or issue that a customer opens a trouble ticket on is worthy of a knowledgebase submission. The challenge is improving search capability to insure relevance of the search results.

For future productivity and customer satisfaction improvement, support organizations should rollback the mindset that a trouble ticket is just that; a 'trouble ticket'. What is actually taking place during trouble ticket resolution is the creation of new knowledge; thus a 'Knowledge Document' is being created instead.

Most engineers are not asked to record their trouble ticket in a way that is conducive for knowledge documents, long fed the notion that only problems are entered into such transcriptions. In order to begin to move your organization to developing knowledge that can be leveraged, you'll need to address what is recorded and how it is done. Let's focus on what should be recorded.

Start with clear, concise problem descriptions. Engineers need to see this as an important function of the document, not just a record of work performed. It should be as thorough as possible using the customer's language. Engineers should be coached that descriptions the customer is giving is important information of record and 'translations' can be added during subsequent entries. Electronic submission systems allow the customer to type their own problem description, so those trouble tickets wi...