Analysis Tab during Request Creation

When the Force Analysis option is enabled by the Administrator, the Analysis tab is automatically displayed after the Description is entered during the Request creation process. Within this tab the User can:

• Convert a Service Request to an Incident

• Create or search for a Solution

• Create or apply a Workaround

•  Link the Request to other requests prior to saving the Request.
  (This option is not available to Incidents created with Multiple Items assigned during the Incident creation process.)

• Create an Alert related to the Request.

• To include analysis during Request creation, ensure the Administrator>Setup>Privileges>Requests>Force Analysis option is set to Yes.
  
  

• If analysis is not required during the request creation process, click Done to continue to the Summary tab.

Proactive Solution Analysis

During Request creation after the Description is completed, the system automatically searches the Knowledge Base for possible Solutions that may be related to the Request. This search is based on the Item Type, Classification and text matching of existing Articles with the Incident Description content. Proposed Solutions will be visible when the Proposed Solution filter is selected within the Analysis tab.

To assign a proposed Solution to a Request:

1. Select the Article ID number

2. Click to assign the Solution or select Cancel to revert to the Proposed Solution list.
   If the Resolved option is selected, the Request is automatically closed and the selected Article is assigned as the Solution.

For further information see Analysis Tab.