Self-Help Desk Feature: Troubleshooting Wizard


FAQ, Policy, Tip, Tutorial, and Topic documents can be included in the Troubleshooting Wizard by checking the Use for Troubleshooting Wizard checkbox:



If you include these documents in the Troubleshooting Wizard, you are required to enter information in these fields: AppliesTo (a product or service name), Category, Subject, and Content (the rich text field).

With this information, users can step through a 4-step process to solve problems before they escalate the problem:



The Product is Not Listed button creates a new Problem Report.



The I have a different problem button creates a new Problem Report.



The user can click through a list of known problems and click Show Solution. The I have a different problem button creates a new Problem Report.



The solution is a 2KB abstract of the Content field on the document. The Show Details button takes you to the actual document that contains the information.

This table summarizes which documents can be included in the Troubleshooting Wizard:

	Troubleshooting Wizard
Announcement	No
Download	Yes
FAQ	Yes
Policy	Yes
Tip	Yes
Tutorial/Topic	Yes
Problem Report/ Service Request	No
Forum/Response	No