Is there a way to create a form or workflow step that end users need to fill out prior to creating/submitting an incident?

Question

I am looking for a page prior to the incident creation page where we can ask end users questions and possibly redirect to solutions instead of submitting an incident. Essentially, we are looking to have our end users verify that they have attempted to troubleshoot an issue prior to creating and submitting an incident. If the questionnaire is completed and the user still needs assistance, they can progress to the page to create a new incident.

Is there means to accomplish this within SolarWinds that doesn't require an integration? We would also be open to other ideas on how to accomplish this.

Thank you in advance.

LindseyPence · Answer

We utilize a Knowledge Base already using the Solutions component of SolarWinds. We also have highlighted articles on the dashboard when users login. We are looking for a workflow page that would essentially act as a "checks and balances" page to where users have to provide answers to questions or check boxes in order to proceed to the incidents page to submit an incident. We receive a significant number of incidents with little to no information or troubleshooting and it is on subject matter that we already have articles for in the Knowledge Base. However, our teams look for the quick answer or for the support team to complete the request instead of looking in the Knowledge Base. We want something that will force the user to engage in steps prior to submitting incidents to lessen the number of tickets that the users themselves have the access and autonomy to resolve, but don't.

Jfrazier · Answer

This sounds like a good opportunity to utilize a KB (Knowledge Base) article. I am not sure how to integrate one into Solarwinds but from a general help page you can list several KB articles and at the end of each article with things to check or try you can possibly have a link to the create a ticket page.