Known Error Management - Cronologia

Andreas.munteanu: /* Services */

2016-05-09T14:03:09Z

‎Services

Maxime.sottini: /* Management information */

2015-05-07T20:36:49Z

‎Management information

Andreas.munteanu: /* Views */

2015-05-07T13:08:19Z

‎Views

Maxime.sottini: /* Define a workaround and ask for publication */

2015-05-04T21:04:00Z

‎Define a workaround and ask for publication

Maxime.sottini: /* Close a service request as a final user */

2015-05-04T21:02:06Z

‎Close a service request as a final user

Maxime.sottini: /* Define a workaround and ask for publication */

2015-05-04T21:01:25Z

‎Define a workaround and ask for publication

Maxime.sottini: /* Search a known error as user */

2015-05-04T20:59:10Z

‎Search a known error as user

Maxime.sottini: /* Publish a known error */

2015-05-04T20:50:32Z

‎Publish a known error

Maxime.sottini: /* Publish a known error */

2015-05-04T20:47:18Z

‎Publish a known error

Maxime.sottini: /* Publish a known error */

2015-05-04T20:46:20Z

‎Publish a known error

@@ Riga 186: / Riga 186: @@
 {| class="wikitable"
-! ''[[Glossary|Service requests]]'' domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''
+! [[Glossary|Known Error]] domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''
 |-

@@ Riga 234: / Riga 234: @@
 |-
-| <u>''General Information''</u> || <u>Project/Service</u> || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|known error]]'' is related. ||This is automatically set at open time and can't be modified.
+| <u>''General Information''</u> || <u>Project/Service</u> || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|known error]]'' is related. ||This is automatically set at open time.
 |-

@@ Riga 318: / Riga 318: @@
 |-
-| Requests closed || ''[[Glossary|Known errors]]'' in status "Known Error Closed"
+| Known errors closed || ''[[Glossary|Known errors]]'' in status "Known Error Closed"
 |-
-| Requests cancelled || ''[[Glossary|Known errors]]'' in status "Known Error Cancelled"
+| Known errors cancelled || ''[[Glossary|Known errors]]'' in status "Known Error Cancelled"
 |}

@@ Riga 421: / Riga 421: @@
 #*  Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page, choose "Known Errors Published" and browse/filter
 #*  Access the '''''Known Error/Known Errors published '''''menu and browse/filter
-=== Define a ''[[Glossary|workaround]]'' and ask for publication ===
+=== Close a ''[[Glossary|known error]]''  ===
 # Login as KE owner ("AppSpecialist" if you followed the steps before)
 # Open the the desired ''[[Glossary|known error]]''; you can do it quickly either by
@@ Riga 427: / Riga 427: @@
 #* Access the '''''Known Error/Known Errors active '''''menu and pick among those listed
 #* Insert the reference number in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
-# Update the ''[[Glossary|known error]]'' and fill the workaround and <u>Published Workaround</u> field
+# Set the ''[[Glossary|known error]]'' to "Known Error Closed" status by
 #* Pressing the '''SAVE & NEXT '''command
-#* Choose the "Request Known Error Publication" ''[[Glossary|workflow transition]]''
+#* Choose the "Close Known Error" ''[[Glossary|workflow transition]]''
 #* Fill the ''[[Glossary|known error]] ''form, if needed (because of missing mandatory fields), and save with the '''SAVE '''command
-The ''[[Glossary|known error]]'' is now in ''[[Glossary|workflow status]] ''"Known Error Requested".
+The ''[[Glossary|known error]]'' is now in ''[[Glossary|workflow status]] ''"Known Error Closed".

@@ Riga 421: / Riga 421: @@
 #*  Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page, choose "Known Errors Published" and browse/filter
 #*  Access the '''''Known Error/Known Errors published '''''menu and browse/filter
-=== Close a ''[[Glossary|service request]]'' as a final user ===
+=== Define a ''[[Glossary|workaround]]'' and ask for publication ===
 # Login as KE owner ("AppSpecialist" if you followed the steps before)
-#  Open the the desired''[[Glossary|known error]]''; you can do it quickly either by
+# Open the the desired ''[[Glossary|known error]]''; you can do it quickly either by
-#  Access the''[[Glossary|views]]''in the''Tickets''window of the home page and choose the "Known Errors Opened"''view''
+#* Access the ''[[Glossary|views]] ''in the ''<u>Tickets</u> ''window of the home page and choose the "Known Errors Opened" ''view''
-#* Access the'''''Known Error/Known Errors active'''''menu and pick among those listed
+#* Access the '''''Known Error/Known Errors active '''''menu and pick among those listed
-#** Insert the reference number in'''Quick Search''', after selecting the''[[Glossary|search context]]''"Ticket"
+#* Insert the reference number in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
-#* Update the''[[Glossary|known error]]''and fill the workaround andPublished Workaroundfield
+# Update the ''[[Glossary|known error]]'' and fill the workaround and <u>Published Workaround</u> field
-#* Set the''[[Glossary|known error]]''to "Known Error Requested" status by
+# Set the ''[[Glossary|known error]]'' to "Known Error Requested" status by
-#** Pressing the'''SAVE & NEXT'''command
+#* Pressing the '''SAVE & NEXT '''command
-#** Choose the "Request Known Error Publication"''[[Glossary|workflow transition]]''
+#* Choose the "Request Known Error Publication" ''[[Glossary|workflow transition]]''
-#** Fill the''[[Glossary|known error]]''form, if needed (because of missing mandatory fields), and save with the'''SAVE'''command
+#* Fill the ''[[Glossary|known error]] ''form, if needed (because of missing mandatory fields), and save with the '''SAVE '''command
-The''[[Glossary|known error]]''is now in''[[Glossary|workflow status]]''"Known Error Requested".
+The ''[[Glossary|known error]]'' is now in ''[[Glossary|workflow status]] ''"Known Error Requested".

@@ Riga 418: / Riga 418: @@
 # Login as "finaluser"
 # Search a ''[[Glossary|known error]]''; you can do it quickly either by
-#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick a ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]]''"In Charge"
+#* Insert a search text in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Known Errors"
-#*  Access the '''''Service Request/Requests active '''''menu and pick a ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
+#*  Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page, choose "Known Errors Published" and browse/filter
-#* Insert the reference number of a ''[[Glossary|service request]] ''in ''[[Glossary|workflow status]] ''"In Charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
+#*  Access the '''''Known Error/Known Errors published '''''menu and browse/filter
 === Close a ''[[Glossary|service request]]'' as a final user ===
 # Login as "finaluser"

@@ Riga 400: / Riga 400: @@
 #* Pressing the '''SAVE & NEXT '''command
 #* Choose the "Request Known Error Publication" ''[[Glossary|workflow transition]]''
-#* Fill the ''[[Glossary|known error]] ''form, if needed (because of missing mandatory fields, and save with the '''SAVE '''command
+#* Fill the ''[[Glossary|known error]] ''form, if needed (because of missing mandatory fields), and save with the '''SAVE '''command
 The ''[[Glossary|known error]]'' is now in ''[[Glossary|workflow status]] ''"Known Error Requested".
@@ Riga 410: / Riga 410: @@
 #* Insert the reference number in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
 # Set the ''[[Glossary|known error]] ''to "Known Error Published" status by
-#* Pressing the'''SAVE & NEXT'''command
+#* Pressing the '''SAVE & NEXT'''command
-#* Choose the "Request Known Error Publication"''[[Glossary|workflow transition]]''
+#* Choose the "Publish Known Error" ''[[Glossary|workflow transition]]''
-#* Fill the''[[Glossary|known error]]''form, if needed (because of missing mandatory fields, and save with the'''SAVE'''command
+#* Fill the ''[[Glossary|known error]] ''form, if needed (because of missing mandatory fields), and save with the '''SAVE'''command
-The''[[Glossary|known error]]''is now in''[[Glossary|workflow status]]''"Known Error Requested".
+The ''[[Glossary|known error]] ''is now in ''[[Glossary|workflow status]] ''"Known Error Published".
 === Search a ''[[Glossary|known error]]'' as ''[[Glossary|user]]'' ===
-# Login as "sdspecialist" (therefore as a service desk member)
+# Login as "finaluser"
-# Open the the desired ''[[Glossary|service request]]''; you can do it quickly either by
+# Search a ''[[Glossary|known error]]''; you can do it quickly either by
 #* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick a ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]]''"In Charge"
 #*  Access the '''''Service Request/Requests active '''''menu and pick a ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"