When the Force Analysis option is enabled by the Administrator, the Analysis tab is automatically displayed after the Description is entered during the Incident creation process. Within this tab the User can:
Create or search for a Solution
Create or apply a Workaround
Link the Incident
to other requests prior to saving the Incident
(This option is not available to Incidents created with Multiple Items
assigned during the Incident creation process.)
Create an Alert related to the Incident.
To include analysis during Incident
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.
During Incident creation after the Incident Description is completed, the system automatically searches the Knowledge Base for possible Solutions that may be related to the Incident. 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 an Incident:
Select the Article ID number
Click
to assign the Solution or select Cancel to revert
to the Proposed Solution list.
If the Resolved option is selected, the Incident is automatically closed
and the selected Article is assigned as the Solution.
A Workaround is a temporary fix applied to an Incident or Problem when a full resolution is not yet available.
To assign a Workaround to an Incident, 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 Incident it can be viewed in the Analysis tab under the View Workaround option.
For further information see: Analysis Tab.