\nIf the problem can be resolved by the first level and is not a standard problem, then the problem\nand resolution need to be documented. This does not need to be done immediately, but the sooner the\nbetter, as you are liable to forget details. If you are using a commercial help desk software, many\nhave the ability to mark the record to say "this solution needs to be documented." If you\ndevelop your own system (i.e., software), then you need to include a field in the solutions table to\nindicate that the solution has not yet been documented. Some commercial software makes adding new\nsolutions so easy that there is nothing gained by putting it off. <\/p>
It\\’s up to you whether\ncalls with undocumented solutions should remain open or not. I feel that the call is not really\nfinished until the solution is documented. However, it\u2019s your decision. As you know, the person\ntaking the call is often not the one to solve it, even at the second level. If they go to the expert\nwho tells them to change the settings on the LaserJet printer, then the original analyst did not\nsolve the problem. They may also not be in a position to write an effective solution into the\nknowledge base. That might be the job for the expert. By marking the database to indicate the\nsolution has not been documented, you can easily look for these solutions. <\/p>
Therefore, you\nneed a mechanism in your system to search for these undocumented solutions.The manner in which you\ndocument the solutions will depend on what means you havechosen to store them. If you choose HTML,\nthen an editor is the tool to use. If you decide tointegrate the solutions into the database, then\nyou need to look for a mechanism within thedatabase to add this information. Many will allow you to\nimport text, so you can still use an editor.<\/p>
When the call is escalated to the second level\nand the analyst decides that a problem number is warranted, I suggest that the user be notified that\nthe call has been escalated. Tell them that the call has been escalated, who the person is that is\nworking on it, and what the problem number is. This helps to assure the user that the problem is\nactually being worked on.<\/p>\n","protected":false},"excerpt":{"rendered":"
If the problem can be resolved by the first level and is not a standard problem, then the problem and resolution need to be documented. This does not need to be done immediately, but the sooner the better, as you … Continue reading