Self Diagnosis from Self Service Portal
Self Diagnosis enables you to use scripts to assist you with identifying solutions for common issues.
Scripting enables the guided resolution of potentially complex, or simply recurring problems. Users select a predefined Problem category and are led step-by-step through a series of questions and answers.
Files such as documents and diagrams can be attached to specific parts of the script to better enable users to solve their Problem.
A script consists of a sequence of questions about your particular issue. It takes you through the sequence based on the answer you selected for each question. At the end of each question, you receive advice on how to deal with that particular stage of the process. The aim of the scripts is to assist you in resolving the Problem. Scripts are set up by your system administrator.
You must have Scripts selected in the Options tab of your Self Service Portal Role to access this option.
On the My Options menu, select Self Help > Self Diagnosis.
The Self Diagnosis Scripts page appears. Select your script from the drop-down list.
Click OK. A list of questions and corresponding responses for the selected script are displayed.
Select the appropriate question and corresponding response.
For each option listed in the script, the AND/OR text field appears. The AND/OR field enables you to add additional information to your response. You can provide either a clarification to listed response you have chosen, or define a "different" option if none of the listed options fits your response. In each case, the text specified in the AND/OR field becomes part of the accumulated script dialog that can be passed on to any call logged from the script.
Click the button and continue completing the script. The selected questions and responses are displayed in the Dialog section. Advice based on your selection is also displayed. You may log an incident if the advice does not resolve your issue.
If you click the button, the script dialog is automatically added to the Description field for the new call. The Type field, however, is not populated with the type configured for this script. The issue type linked to a script is only used to filter a script within the main application when an analyst selects this call type within the Call Details window
Alternatively, you can reset the page, clearing all selections on that page, go back to a previous page, or start again.
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