The most recent content from our members.
We had a great ask in the chat during our ITSM Customer Session at SolarWinds day, sparking the question: What are some learnings or best practices in terms of service catalog structure or knowledge base standardization that different teams have implemented in their own organizations? Some thoughts from the session:…
I'd like to suggest adding an "Archived" state for Solution Articles. There are cases where we want to retain articles for possible future reference so we would prefer to not delete them from the platform. Currently, what we are doing is setting them to Draft or Internal state, or modifying the title/description to…
How can I create an KB only my internal IT department? Currently there is not KB for end users or IT.
New guy here! How do I create a Knowledge Base page and have an article permission set for Internal ( my team only ) or just for myself?
Why do some articles are not available for clients and how to gain access to them? In a situation where technical support ignores our system_is_down tickets for hours, public KB is the only way that we could fix issues. But it's under lock and key.
Do you often get complaints from customers about the amount of time it takes to reach a support technician? What steps have you tried to overcome this issue? * Round-the-clock customer service * More technicians * Automation of customer service operations using a help desk or a ticketing tool. You can improve the…
This one is more of a pre-emptive solution for those who may struggle with the same problem. When using the wizard with VoIP operations (and others) IP SLA Manager uses a naming convention of the form "Router1 -> Router 2". This actually breaks the display of graphs on the detail page for the operation. You will see the…
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