Overview

Metric One Problem Statement and Resolution for Onyx Enterprise Portal (OEP) provides the ability to summarize the cause and resolution of support incidents, thus enabling a more efficient and effective incident resolution workflow. This customization can also be modeled to integrate with a Knowledge Base system allowing quicker resolution times for well known issues, which in turn, will increase call center productivity.

The Problem Statement and Resolution add-on is implemented as a tab directly on the support incident. Once a support incident is resolved and closed, the support representative has the option of summarizing the cause of the problem and success metrics used to resolve the problem within this tab. An incident user-defined field, modeled as a "Consider for Knowledgebase" checkbox, can be utilized to flag the incident for Knowledgebase consideration.

Features