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In the Work tab, you can collaborate and communicate to resolve the request. The Work tab is at the bottom of the details view of a request. Ideally, here you can add comments, notes, diagnosis, solutions, and tag other technicians.
The Work tab shows all the work and communication done for a request. Here, you can perform the following activities:
| Parameters | Description |
|---|---|
| Search | The search works on the content of the notes and comments in the tab. It matches your query with all the content (that technicians have entered) to find the results. This search is case sensitive. |
| Filter | You can search for the notes and comments based on their type. The available types are: All, Requester Communication, Collaborations, Notes, and Feedback. |
| Sort | You can sort all the items from latest-to-oldest and oldest-to-latest. |
| Reply | You can communicate with other technicians and the Requester. The Requester gets an email notification on every message you post and vice-versa (Requester and assigned Technician are the default recipients for email notification). The Requester can reply to the emails and the replies are added to the comment thread. |
| Forward | You can forward the request to some other user. You can also use the shortcut key f to forward requests. |
| Collaborate | You can collaborate with other technicians. You can start a message thread which is visible to other concerned people. You cannot change or delete a collaboration message. |
| Note | You can add additional information about the Request so that others can view the same. You cannot change or delete a collaboration message. |
| Diagnosis | You can add an inspection of the related problem. The diagnosis statement sits on top of the pane with a different color scheme. You can add only one diagnosis statement per Request. You can modify the diagnosis statement after adding one. |
| Solution | You can add a solution to the request and also convert it to knowledge. The solution is just below the diagnosis with a different color scheme. You can add only one solution statement per request. When you add a solution, the system asks you if you want to resolve the request. You can also modify the solution statement after adding one. |
To convert the solution content into knowledge (KB article), you can click the Solution icon, type the content in the text box, and click the Save and Add to Knowledge button, as shown below.
Once clicked, you are redirected to the Create Knowledge page as shown below. Here, the article takes the name of the ticket subject by default. However, you can change it if required.
Once done, click Save as Draft, and then later Publish it to make it live.
You can insert knowledge at the time of reply, forward, and collaborate requests. Also, you can do so while adding notes, diagnosis, and solution to the requests.
