Difference between revisions of "Workaround Action Item"
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==Introduction== | ==Introduction== | ||
− | The Workaround Action Item allows you to record the steps which can be followed to return to business as | + | The Workaround Action Item allows you to record the steps which can be followed to return to a business as normal status. Workarounds can also be published alongside known issues and presented as possible solutions to linked Incidents. |
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Revision as of 16:11, 16 June 2017
Home > Service Manager
IntroductionThe Workaround Action Item allows you to record the steps which can be followed to return to a business as normal status. Workarounds can also be published alongside known issues and presented as possible solutions to linked Incidents. |
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Defining the Workaround
Use the text box to enter the workaround text, and the save button to create the workaround. There are a couple of considerations to factor in when defining the content of the workaround with the potentially different audiences in mind.
- Solution - On creating the workaround text, any linked Incidents, or any Incidents which are linked in the future, will be presented with the workaround text as a possible solution to their Incident
- Publish - The workaround text can optionally be included and visible to customers on the self service portals, if the Problem / Known Error is published, and the Include Workaround option is selected