Would there be any scope to add in a unique field reference to articles/workflows that would allow analysts to enter a ticket ID?
At present our support analysts are asked to add in a journal entry to the incident they are working on with the URL of the SS article/wflow they have used to progress/resolve etc. This is helpful, but also a bit crude.
There is already metrics in Screensteps that show when a user accessed a particular article/wf etc, if our analysts had the option to add in the incident ID they were working on as part of the feedback on the article/wflow this would allow us to measure usage/effect even better.
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