Knowledgebase

These are ideas for Knowledgebase articles whose intent is to keep predictable issues within the Help Desk without requiring escalation to service- or business-owners.

  • Validation Tests: 5-10 tests just for the support desk to verify that the RAFT system is basically working. This might require test Cost Objects or other data.
    • Browser Compatibility: Spot checks to see if a new browser works with Ajax code.
    • Access/Authorization functionality: SAP Data vs. RAFT data vs COUES (WBS) data.
    • Automated middleware validation/web page to be development by BI team.
  • Delineation of system-of-record questions to answer user questions for what is coming from where.

Escalations

These are ideas for candidates where we can document custom escalation paths and data-gathering requirements for repeat incidents.

  • Escalation to Primary Authorizer where end user expects to see a CO but does not.
  • Escalation to Primary Authorizer where end user expects to see personnel data but does not.
  • Escalation to Accounts where RAFT roles (functions and qualifiers) can be adjusted to fix access problems.
  • Escalation to COUES for WBS not showing up.

Other Follow-Ons

  • Include 24-hour data lag concerns in the above materials.
  • Test BI requirement that a report can be run against RT that does not count incidents duplicated through escalation.
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