Problem / Major Incident Idea
Good morning,
Something that would be really useful would be having the Moveworks bot be able to provide workarounds or a synthesis around open Problems and on-going major incidents.
Example:
We have PRB1234, lets say its an issue with users time zones not automatically updating post daylight savings time. In the problem ticket, we have a workaround of opening powershell and running a simple command. An ideal scenario would be:
- User asks bot - My timezone is not correct
- Bot finds the open PRB and provides the workaround
- Bot opens a tickets and associates it to the existing PRB
- Bot then asks the user, did this resolve your issue?
- If yes, bot closes the ticket as no further action is needed.
- If no, the ticket remains open for a tech to follow-up on (helps verify validity of said workaround)
In the major incident space the use case is very similar. Something like this would potentially allow the bot to serve “knowledge” or “workarounds” bypassing the ~6-24 hour ingestion cycle for knowledge as often times large scale incidents pop up but currently the bot is not able to assist very well. In addition to the bot not being able to serve workarounds well in the moment, we also lose visiblity into the scope or impact of these incidents if the bot is able to help, thus opening and closing an incident for these cases adds value in the impact analysis.
Just a thought for future development.