Description:
If a supporter resolves a ticket and feels that not enough information was available in the common documentation sources when he was solving it, he must mark the ticket as Knowledge article available? = No.
When they become closed, these tickets will appear in the following Knowledge required list organised into weeks.
This list needs to be reviewed ticket by ticked by members of the Knowledge Team. Service Provider team members will review SP tickets and End User team members will review EU tickets.
Reviews for the Service Provider reviewers are scheduled week by week on the following spreadsheet ('Assigned review week')
Steps:
1- Consult the review schedule to know your assigned week (example "29") to review and your review duty start (example "2022-07-25")
2- Go to the Knowledge required view
3- Start from the bottom (oldest) ticket of your assigned week:
4- Open the tickets one by one and review its content to ascertain what was the knowledge bit the supporter struggled to find in our current knowledge bases.
If all the knowledge necessary to resolve the ticket is already present in our knowledge bases, close the ticket and register it in the 'Knowledge required review' sheet of the Knowledge spreadsheet with all the necessary information. Remember to state in a comment why a new knowledge article won't be created (in example below a KA already exists with that information):
If some or all knowledge necessary to resolve the ticket is not currently present in our knowledge bases, follow the instructions below:
Identify the reply in which the supporter provided the answer.
Start a child ticket.
Assign the ticket to a Knowledge team member, title it with the prefix "KNOW -" plus the name of the knowledge article to be created and provide a summary of all the information this article should have. Click on Send.
Note: When assigning the KA request, you can consult the load statistics in the spreadsheet in order to balance the workload among supporters.
Go to the newly created child ticket.
Change the form to Knowledge request and Save it.
Register the review in the spreadsheet:
5- When you have finished reviewing all your assigned week's tickets, go to the spreadsheet and mark the week review as completed.
