The HelpSTAR SharePoint portal allows you to offer knowledge base articles to your end users. By doing so, you offer your end users the tools to resolve their issues before logging a request to your service desk.
Once a Best Solution is found via a Knowledge Base Search, you will be presented with the window below.
A Knowledge Base Search will use title as criteria.
The information available to you as part of a best solution are:
Title: A brief description of the problem behavior. Searches are performed directly on the title of a best solution so it should contain any error messages or behavior.
Category: A best solution can be associated with a category outlined by your help desk administrators. This will allow them to view how many issues have been resolved by this best solution and what problem type it was associated with.
Problem Description: This offers a more detailed description of the issue at hand.
Resolution: This field will offer suggestions or step by step troubleshooting tactic to resolve the issue. This field may also contain images or hyperlinks.
Revision Date: Date this best solution was last updated.
See Also:
Sharepoint View Request History
Sharepoint Submit a New Service Request
Sharepoint Audit Current Workstation
Sharepoint Alerts and Messages