Troubleshooting Assistants
Folks,As you may be aware we (in Oracle) have been providing tools to enable customers to "self help", i.e. to search for solutions without the need to engage with Oracle Support using the "traditional" SR.
One area where some development has occurred is in the production of Troubleshooting Assistants.
These Assistants are presented in the same way as other Notes, and are basic search helpers. They are designed to allow the user to respond to structured questions, and as a result present one or more other Note(s) for consideration as a possible solution.
For Field Service I have 'dipped my toe in the water' and created two Assistants which cover the areas of Field Service Debrief. If you have recently had to create a SR with Oracle Support for a FS Debrief issue, then you may have already seen the Assistants, since they are tagged as 'Recommended Notes'.
One area where some development has occurred is in the production of Troubleshooting Assistants.
These Assistants are presented in the same way as other Notes, and are basic search helpers. They are designed to allow the user to respond to structured questions, and as a result present one or more other Note(s) for consideration as a possible solution.
For Field Service I have 'dipped my toe in the water' and created two Assistants which cover the areas of Field Service Debrief. If you have recently had to create a SR with Oracle Support for a FS Debrief issue, then you may have already seen the Assistants, since they are tagged as 'Recommended Notes'.
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