Workaround Article

Workarounds are temporary fixes applied to a Problem until the Problem is resolved.

 

To assign a Workaround to a Problem, the User can apply a Proposed Workaround presented by the application or use the Search Workaround facility. If a Workaround Article does not exist, a Workaround can be created within this screen. Once a Workaround is applied to the Problem it can be accessed via the Analysis tab under the View Workaround option.

 

The Workaround options included in the Analysis tab are:

 

Analysis Tab Options

Proposed Workarounds

Displays a list of all Workarounds with a search based on Problem Description, Item Type and Classification. To assign a Workaround, select the Article number to display the Workaround in full. Click Resolve if the Workaround is relevant. This will assign the Workaround to the Problem. After a Workaround has been assigned, the View Workaround option will become visible within the Analysis options

Search Workarounds

Allows User to enter full text or ID number to search for possible Workaround Articles. To assign a Workaround, select the Article number to display the Workaround in full. Click Resolve if the Workaround is relevant. This will assign the Workaround to the Problem. After a Workaround has been assigned, the View Workaround option will become visible within the Analysis options

New Workaround

Displays Knowledge Base editor to allow User to enter a new Workaround. Define visibility, enter a Summary, a Description and Save.

 

 

Creating a Workaround Article

Within a Problem:

  1. Select the Analysis tab

  2. Click Edit

    workaround_new.png

  3. Select the New Workaround option within the drop-down list
    The screen defaults to the expanded Solution Article editor with the Visibility and Status locked down.
     

    Visibility Options

    Description

    Assigned Request

    The default visibility. This means that the solution is only visible relative to the Problem through which it was created.

    Users

    Visible by internal Users only (i.e., not Customers).

    Users & Customers

    Visible to internal Users and Customers logged into the

    application.

    Everyone

    Available publicly, without logging into the system.

  4. Enter a Review Date or leave blank for the field to be automatically populated when saved
    The Item Category, Classification and Item Type are all drawn from the related request.

  5. Edit the Problem content if required

    workaround_screen.png

  6. Enter the Workaround content

  7. Upload an relevant Attachments, within the Attachments tab

  8. Click Save.

 

Requests Tab

Workaround Articles generated within requests, include a Requests tab. This tab enables the User to view details of the request related to the Article. For detailed information about Knowledge Base Articles see: Articles.