Getting Started
Default solution folder, feel free to edit or delete it.
6.3 Analysing
impact using relationship maps
An important
part of managing CIs is the ability to understand relationships between them.
This informatio...
Wed, 13 Jul, 2016 14:22
7. Working
with contracts
The Dworkin
Contract Management module lets you manage contracts established with third
party vendors. Here’s how the Contrac...
Wed, 13 Jul, 2016 14:23
7.1 Adding
new contracts
Dworkin
helpdesk supports three contract types: Lease, Maintenance and Software
License. Here’s how you create a new
contract...
Wed, 13 Jul, 2016 14:27
7.2 Tracking
contracts
You can
track your contracts by filtering them according to their status.
1. Click on
the CMDB tab and click on Contracts. The...
Wed, 13 Jul, 2016 14:29
8. Working with the knowledge base
A knowledge base is exactly what it sounds like: a shared collection of tried and tested solutions ...
Wed, 13 Jul, 2016 14:30
8.1 Adding
categories
The
solutions in your knowledge base are broadly grouped under categories. This makes it easier for both customers and agents to
...
Wed, 13 Jul, 2016 14:34
8.2 Adding
folders
The various
categories in your knowledge base,
are further divided into folders.
This is how you add new folders under
existing ca...
Wed, 13 Jul, 2016 14:35
8.3 Creating
solution articles
Dworkin
Knowledge Base solutions are grouped under a three tier hierarchy: Categories – Folders –Solutions.
Here’s how
...
Wed, 13 Jul, 2016 14:37
8.4 Tagging
and editing visibility
In order to
make it easier to locate and search for individual solutions, you can add tags
when you create new solut...
Wed, 13 Jul, 2016 14:37
8.5
Organising articles
You can
reorder and reorganise your articles, folders and categories anytime you need
to.
1. To
reorder the categories in y...
Wed, 13 Jul, 2016 14:38