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KCS and Knowledge Base Articles: What KB article to associate?

We only document items in our KB that are specific to our university; general info can be Googled. If we resolve the ticket referring to general info, what KB article do we associate with the ticket? What is the KCS way of handling this?
1 Answer
Greg Van De Mark Last activity on 5/8/2018 3:52:27 PM by William Cochran

First Call Resolution Report

I am trying to write a report that will give me the percentage of our tickets that were entered as first call resolution. I can not seem to get a report item to really show incidents that were resolved or closed by the technician while putting in...
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Patrick Lisk Last activity on 8/4/2015 10:15:36 AM by Gerard Hennelly