Guide
Personalise the incident list: own cases, saved views, keyboard shortcuts
You show only the incidents assigned to you with one click, save filters and sorting as a view, share it if you like and work through the list with keyboard shortcuts.
5 min read
Guide
Define support level KPIs per ticket type and read them in the provider report
How to track the same KPI separately for incidents and problems and read it in a supplier's provider report.
4 min read
Documentation
Offshore processing at a glance: location, policy and monthly report
How knooing records from which country tickets are processed, which policy your company has approved for it and how a monthly report results.
4 min read
Guide
Maintain location assignments: grouped view, editing and history
Step by step to read all location assignments grouped by user, create, edit and end assignments, and follow in the history who changed what and when.
7 min read
Guide
Read and export the offshore monthly report
Step by step to read the share of affected processing actions per month, ticket type and criticality, check it against the approved threshold and export it as CSV or PDF.
6 min read
Guide
Read and export the offshore group view
Step by step to read the offshore monthly reports of all companies in a group side by side, filter by month, compare with the previous month, export as CSV or PDF and jump to a company's report.
5 min read
Guide
Supplier evidence: define the target and the warning window
Step by step to define which certificates and security evidence your suppliers and critical subcontractors must provide and how early you are warned before expiry.
4 min read
Guide
Assign risks to a supplier and export the risk register
You link risks in the ICT risk register to a supplier or a supplier engagement, see them at the supplier and pass the register on as a CSV or Excel file.
8 min read
Guide
Set the SLA clock authority: request, approve, apply
Set per ticket type and clock whether the SLA clock is calculated in your own instance or taken as a clock reading from the leading instance, with four-eyes approval and history.
6 min read
Guide
Designate the leading system: request, approve, apply
Set per ticket type, service and supplier which system holds the binding record, with four-eyes approval and history, and what every value means.
7 min read
Documentation
Read the leading system on a ticket
What the System of Record label on a ticket means, where it comes from and what it does not state.
3 min read
Guide
Read the SLA clock authority on a ticket
See on the ticket which designation applies to the SLA clocks and which source currently drives the clock.
3 min read
Guide
Run a board meeting: attendance, quorum, action items and closing
You open a meeting of a steering board, record attendees including service providers, capture actions, decisions and measures and close the meeting once the quorum is reached.
6 min read
Reporting channels
Documentation
Reporting channels: one record, no matter where an incident comes from
Portal, email, phone, chat, monitoring and interfaces: how knooing accepts incidents from every channel and turns each report into the same record, with an overview of which channel fits which purpose.
4 min read
Guide
Report an incident in the portal: how your report reaches the service desk
Step by step to report an incident in the employee portal: describe what is not working, state who is affected and how urgent it is, choose your own device and follow the status of your report.
5 min read
Guide
Receipt after reporting: read the number, service, time and attachments of your report
After submitting an incident report in the employee portal, read the receipt, see whether the attachment arrived and add a missing attachment without creating a second report.
3 min read
Guide
Show or hide the resolution deadline in the portal: what reporters see
How to turn the resolution deadline in the employee portal on or off under Settings, Service desk, Reporter display and where it disappears.
4 min read
Guide
Design the portal: background image and start page
How to design the start page of the employee portal under Settings, Branding: choose or upload a background image, set darkening, color and height, edit the greeting and popular searches, show or hide areas and save.
6 min read
Guide
Connect Microsoft Teams: report incidents right in the chat
Step by step to the Teams integration: securely connect your Microsoft 365 tenant to knooing, deploy the knooing app in the Teams admin center and let employees report incidents in the Teams chat.
6 min read
Guide
Create an API key: let external systems report incidents
Step by step to a dedicated key for service providers, monitoring, chat bots and pipelines: choose channel and permissions, set expiry and allowed addresses, hand the key over securely and revoke it when needed.
6 min read
Service mapping
Documentation
Assigning incidents to services: the four references of every incident
Overview of how knooing links every incident to the reporting person, business service, service offering and triggering device, where the assignment comes from and how to report on it.
6 min read
Guide
Record an incident on the phone: derive service and offering from the device
How to record an incident for a caller in the service desk: choose the device, check service and business service, choose the offering, resolve ambiguous devices and consciously accept suggestions from similar incidents.
7 min read
Guide
Check and correct the assignment on an incident: business service, offering and device
How to read the four references and their origin badges in the details box of an incident, correct values with the pencil and understand why manually set values are protected and where the affected applications come from.
6 min read
Guide
Maintain business services and offerings: the basis for the assignment
How service owners define in the service catalog which service is a business service, maintain its offerings with service hours and team, assign applications and use the service tree and ITSM activity.
8 min read
Guide
Resolve unclear assignments: decide ambiguous reports from monitoring and interfaces
How to decide in the intake log reports that knooing could not assign unambiguously to a business service: from the bell to the row, resolve the assignment, create the incident, only set the assignment or discard with a reason.
7 min read
Guide
Report incidents by business service: list, situation and SLA
How to report incidents by business service and offering: columns and filters in the incident list, situation and SLA report, incidents without a business service, the switch for AI suggestions and the global search.
8 min read
Categories and routing
Documentation
Categories and routing: how an incident finds its team
Overview of the multi-level ticket categories in knooing: team on the category with inheritance, the order of routing sources, why a later category change does not move the team and how to report by category.
5 min read
Guide
Set up categories and assign teams: routing with inheritance
How to build a multi-level category tree in the service desk settings, assign the responsible team to the top category, check inheritance downwards and set a dedicated team on a subcategory when needed.
6 min read
Guide
Import a category tree from a spreadsheet: preview, team and repetition
How to take over an existing category tree from CSV, Excel or JSON: prepare a file with path, team and active, read the preview with new, changed, unchanged and error rows, fix errors, import and safely repeat the import.
6 min read
Guide
Categorize incidents and check the team: record, change, with Sofia
How to record an incident with a category, see from the history where the team comes from, correct the category later without the team moving, switch the team deliberately and let Sofia set a category.
7 min read
Guide
Report on incidents by category: situation overview and incident list
How to see in the situation overview which topics open incidents pile up in, open the filtered incident list with one click and filter there by any category, with or without subcategories, even after the category is deactivated.
5 min read
Guide
Change the assignee: why you give a reason and where it appears
How to replace an assignee in an incident or service request, give the reason for the change, find it in the history and see what the new assignee reads in the notification bell.
5 min read
Priority and deadlines
Documentation
Priority from impact, urgency and criticality: how it is derived
How knooing calculates the priority of a ticket: the matrix of impact and urgency, the criticality from five sources with the strictest tier, your tenant's rule and the derivation shown on the ticket.
6 min read
Guide
Set up criticality rules: how strongly criticality raises the priority
Step by step to the criticality rules below the priority matrix: check the default, raise per tier or set a minimum priority, save and go back to the default if needed.
6 min read
Guide
See the priority when recording and correct it later: add a device, deadlines stay
How to record an incident in the service desk with a priority preview, read the derivation on the ticket and add a device later: the priority rises, the committed deadlines stay unchanged.
7 min read
SLA and escalation
Documentation
SLA and escalation: deadlines, pauses and automatic steps at a glance
Overview of how knooing watches deadlines, when the clock stops, how it reminds and resolves automatically on open questions and what an escalation level can do: notify, raise priority, reassign the team, propose a major incident.
6 min read
Guide
Set up SLA rules: pauses, reminders and automatic resolution
How to define per SLA rule which waiting statuses stop the clock, limit pauses with a cap and switch on reminders with automatic resolution for incidents waiting for an answer.
6 min read
Guide
Set up escalation levels: thresholds, recipients and actions
How to create escalation levels with a freely chosen threshold in percent or minutes before due, define the recipients and let a level raise the priority, reassign the incident to another team or propose a major incident.
7 min read
Guide
Ask a question, hand over to the supplier, wait for a change
How to put an incident into a waiting status in the service desk: a question to the reporter, handover to a supplier or waiting for a change, and how to see whether your deadline stops.
7 min read
Guide
Instance comparison: SLA deviations between provider and your own measurement
How to find, filter and export all deviations between the SLA clock of the provider instance and your own clock under Service desk > Instance comparison, and how to archive monthly reports.
5 min read
Guide
Check an SLA deviation on a ticket and resolve its cause
How to read the comparison with the provider instance in the ticket under deadlines, check the evidence and the time series of readings, and resolve an unexplained deviation manually.
4 min read
Guide
Archive and export a deviation report
How to archive the comparison state of a ticket unchanged, what rule version and checksum mean, and how to export reports as CSV or PDF.
4 min read
Guide
Compare metrics with the provider instance
How to define which metrics are compared with the provider instance, start a comparison run and read why a deviation occurs.
7 min read
Guide
Read the timeline of the SLA clocks on a ticket
See on the ticket, in chronological order, when deadlines were set, when clocks started, paused and resumed, and whether a deadline was met or breached.
4 min read
Guide
Answer a question from the service desk in the portal
How employees see in the portal that the service desk has a question about their report, when the reminder and automatic resolution come and how their answer keeps the incident moving.
3 min read
Service availability
Documentation
Service availability: overview, terms and calculation
What the measured availability of a service says, how knooing calculates it from the service's incidents and the service hours of their SLA rules, and in which order you set up and evaluate the measurement.
6 min read
Guide
Create service hours, an SLA rule and a maintenance window for availability
How to create a service hours calendar, select it in an SLA rule for one service and plan a maintenance window that does not count as downtime in the availability.
7 min read
Guide
Check and export the availability of all services
How to see actual versus target for all services in a freely chosen period under Overview & control, calculated from the incidents and their SLA rules, spot missed targets at a glance and download the result as a CSV or Excel file.
5 min read
SLA, OLA and UC framework
Guide
Check the SLA, OLA and UC framework: does every level cover the customer SLA?
How to see per service the customer SLA next to the target times of the providers (UC) and the internal teams (OLA), find gaps through the findings and know where to adjust which target.
7 min read
Guide
Set UC target times per priority: what the provider commits per priority
How to enter response and resolution times per priority in a provider's contract so that the supplier clock measures critical incidents against the stricter commitment, and check the effect in the framework.
5 min read
Guide
Set a team OLA per priority: shorter internal target for urgent cases
How to add an internal target time for a team that applies to one priority only, understand which rule wins when several match, and check in the framework that the OLA covers the customer SLA.
5 min read
Guide
Evaluate the end-to-end SLA: who used how much time?
How to see under Overview & control how many customer SLAs were met in a period, how the time splits between providers, teams and internal work without an OLA, who co-caused a breach, and download the result as a file.
7 min read
Guide
Add the public holidays of a region to a service hours calendar
Step by step you add the public holidays of a region to a service hours calendar and let them be added automatically every year.
5 min read
Guide
Derive bonus and malus per supplier from the SLA rate
You define bonus and malus bands per supplier and generate a fixed report that derives an amount from the restoration time compliance and the annual contract value.
5 min read
Major incident
Documentation
Major incident at a glance: from candidate to review
What a major incident is, how the process runs in knooing from automatic detection through declaration, crisis team and communication to the review, which roles exist and which guides belong to it.
6 min read
Guide
Maintain on-call duty: roles, contact persons for reports and external roster
How to maintain who is on call in which role, set which roles are suggested as contact persons for a report to the supervisory authority and connect an external roster via an ICS or JSON link.
9 min read
Guide
Set up the conference bridge: the crisis room is fixed before an outage
How to store a default link or dial-in number for the crisis room, have the crisis team invited automatically on declaration and set a different room for individual services.
5 min read
Guide
Set up the communication plan and check it in a dry run
How to define who must be informed when and through which channel during a major incident, including people without an account, assign a separate profile to a service and check everything in a dry run that sends nothing.
8 min read
Guide
Set up candidate rules: when knooing proposes a major incident
How to create rules that make knooing propose an incident as a major incident candidate, by priority, criticality, category, linked child incidents or a cluster of new incidents.
5 min read
Guide
Declare a major incident: review the candidate, mandatory roles and crisis team
How to decide on a proposed major incident candidate, declare a major incident with incident lead, communication lead and conference bridge, convene the crisis team and report back whether you attend.
8 min read
Guide
Staff the roles in a major incident: replace the incident lead, several people for communication and subject matter expertise
How to change the staffing during a running major incident: replace the incident lead, add or remove communication leads and subject matter experts, and trace every change in the history.
5 min read
Guide
Crisis communication and duties: fulfil, confirm, change the cadence, classify ICT relevance
How to work through the communication duties of a major incident: write updates, confirm people without an account by hand, change the cadence, assess customer impact and classify ICT relevance with a second person.
9 min read
Guide
Subscribe to service status: publish customer updates and follow them in the portal
How to publish customer updates during a major incident, how employees see and subscribe to the status of affected services in the portal, and what the service desk view shows.
7 min read
Guide
Follow-up processes and timeline: emergency change, problem, full timeline and protocol
How to create an emergency change and a problem from a running major incident, check the full timeline, filter and export it, and download the communication protocol as CSV or JSON.
8 min read
Guide
End a major incident and review it: stand-down, closing and sign-off by a second person
How to end the crisis organisation with the stand-down, close the incident afterwards, work on the automatically created review with actions and have a second person approve it.
10 min read
Guide
Revoke a false alarm: take back a declaration made in error
How to take back the declaration of a major incident as a false alarm, why this is not a stand-down, who is informed and what happens to the duties of the situation.
4 min read
Incident, problem and change in context
Documentation
Incident, problem and change in context: the overview
What knooing shows and does on an incident so that causes and ongoing changes do not stay hidden in three lists: the section on the same CI, changes as suspected cause, the waiting statuses for problem resolution and change and the automatic hand-over.
6 min read
Guide
Read the context on the same CI and set the look-back period
How to see on an incident which changes run or recently ran on the affected object, which other incidents, problems and known errors are open there, and how to set how many hours the section looks back.
6 min read
Guide
Link a change as the cause of an incident or reject it
How to review the yellow hints on changes that fit an incident in time, reject unsuitable ones with Does not fit, link the right one as the cause and find the link on the Relations tab.
5 min read
Guide
Incidents caused by a change and the key figure Changes with incident
How change owners learn that their change caused an incident, see the list of caused incidents on the change and read the key figure Changes with incident in change planning and per business service.
5 min read
Guide
Let an incident wait for the problem resolution
How to escalate an incident to problem management, assign further incidents to the same problem and let them wait visibly in the status Waiting for problem resolution until the problem is resolved. The SLA clock keeps running.
7 min read
Guide
Resolve a problem: the waiting incidents are resolved with it
How to resolve a problem with a description, resolution code and root cause class, check which incidents knooing resolved with it, read the resolution text and history on the incident and see who gets a notification.
7 min read
Guide
When the problem is not resolved: detach incidents, duplicate and cancellation
How to detach an incident from a problem, close a problem as a duplicate or without a fix and cancel a problem that has not been worked on, and see how the waiting incidents return to work with a reason and their handlers are notified.
7 min read
Guide
Let an incident wait for a change and continue after implementation
How to link an incident to the change that fixes it, set it to Waiting for change, mark the change as implemented, record its result and see how the incident returns to its handler, who checks the effect.
7 min read
Guide
Resolve a problem after the change and retire the known error
How to react to the hint Resolve problem? after a successfully implemented change, resolve the problem and retire the known error from this problem so that it does not keep recommending outdated workarounds.
5 min read
Guide
The overall incident view: all sources, intake channel and supplier relation
How to see incidents, security, data protection, physical and supplier incidents in one list, filter by source, intake channel and network classification (network supplier or not) and classify an incident yourself.
7 min read
Guide
Conflicts of interest in incidents and problems: assignment, justified exception and audit evidence
knooing prevents one person from both handling and checking a case. You see when an assignment is rejected, how to record a justified exception and where the check is documented.
5 min read
Knowledge in the ticket
Guide
Write a knowledge article, submit it for approval and publish it
How to create a new knowledge article as a draft, set an end of validity, submit it and have a second person approve it until it is published.
7 min read
Guide
Knowledge articles in German and English: add an English version
Step by step you add an English version to a knowledge article: open the article, switch to the English version, enter title, keywords and text, save, submit for approval and check the result.
6 min read
Guide
Find and link knowledge articles in a ticket
How to find the matching knowledge article in an incident or service request, read it right in the ticket, hide unsuitable suggestions and record which article helped or solved it.
7 min read
Guide
Share a knowledge article with the reporter: link in the comment and evidence
How to send the reporter a link to a knowledge article released in the portal with one click from the ticket, see in the ticket that it was shared and how the reporter opens it.
5 min read
Guide
Revoke a knowledge article link and prove it
How to revoke a link, change its kind from Consulted to Resolved, find link, revocation and hidden suggestions in the ticket history and what is still possible on closed tickets.
6 min read
Guide
Maintain knowledge articles: new version and usage
How to revise a published knowledge article as a new version, have a second person approve it, see the hint about the newer version on the ticket and read on the article in how many tickets it helped or solved.
7 min read
Guide
Review expiring knowledge articles: reminder and "Reviewed, still valid"
How to set the reminder lead time, spot expired articles in the knowledge base and confirm with one click that an article is still valid.
6 min read
Problem management
Documentation
Problem management: suggestions, automatic problems and your decision at a glance
Overview of how knooing detects recurring incidents, proposes problems, creates a problem automatically after repeated rejections and where you find it all.
5 min read
Guide
Review, confirm or reject problem suggestions
How to review which incidents knooing has found as a cluster, create a problem from it with one click or reject the suggestion with a reason.
5 min read
Guide
The automatic problem when an incident is resolved
How knooing creates a problem automatically when an incident is resolved after being reopened repeatedly or belonging to a recurrence group, how to set the thresholds and where to find the result.
7 min read
Guide
Root cause analysis per supplier: record contribution and responsibility in the review
How to record in the review for every involved supplier whether it triggered or contributed to the incident, what it is responsible for and which service was affected, and why the review cannot be closed without these entries.
7 min read
Guide
Evaluate a supplier's contribution: triggers and contributors in closed reviews
How to see on the supplier record in how many closed reviews it was trigger, contributor or not involved and how to use the figures in supplier discussions.
3 min read
Guide
Make the resolution code mandatory when resolving
How to make a resolution code mandatory for your tenant, and what applies to existing and new tenants, to requests and to automatic resolutions.
3 min read
Guide
Resolve an incident with a resolution code
How to resolve an incident with a resolution description, resolution code and root cause class, which codes exist and where you find the entry afterwards.
4 min read
Documentation
Known errors: known faults with workaround, from cause to incident at a glance
Overview of how a problem becomes a known error with a workaround, how knooing proposes it on new incidents, also by text similarity, and how its application stays traceable.
5 min read
Guide
Create and maintain a known error
How to create a known error with workaround in the known error database, link it to the problem it came from, and later maintain, review and retire it.
5 min read
Guide
Apply a known error's workaround to an incident
How to use the proposed known error on an incident: apply the workaround, reject or revoke the proposal, and resolve the incident with the resolution code Known error.
6 min read
Guide
Track actions from the review: create, implement, accept
How to create actions in the review with an owner and a target date, report them done with proof of effectiveness and accept them or ask for rework.
8 min read
Documentation
Reminders for actions: target date approaching or passed
When and to whom knooing reminds before and after the target date of an action, what the messages say, how to set the e-mail and what applies to actions that were already overdue.
5 min read
Guide
Overdue actions at a glance: the list in Situation and control
How to see all overdue actions from reviews, filter by service and team, read the figures and jump to the review.
4 min read
Guide
Rank problems by priority: read frequency, cost and business impact
How to read the weighted priority of a problem in the report and the problem list, open the derivation and understand what missing data means.
6 min read
Guide
Set the weights of the problem priority
How to set for your tenant how strongly frequency, cost and business impact count in a problem's priority and at which values a part reaches its maximum score.
5 min read
Guide
Evaluate the problem management report: causes, owners, progress and service levels
How to filter the problem report by status, phase, service, period and overdue actions, read causes, owners, progress, next target date and incident compliance for each problem, and download the report as CSV, Excel or PDF.
6 min read
Documentation
From incident to problem: thresholds, distribution lists and regulatory assessment
The handover and escalation rules from incident to problem at a glance: adjustable thresholds, distribution lists for problem messages and the regulatory assessment as separate fields on the problem.
4 min read
Guide
Set up distribution lists for problem messages
How to create distribution lists from roles, teams and people, define a default list for new problems and check how many people it reaches.
4 min read
Guide
Inform stakeholders on the problem
How to choose the distribution lists to inform on the problem, send a message by hand and know which messages go out automatically.
4 min read
Guide
Read and set the regulatory assessment of a problem
How to read on the problem whether the root cause analysis is regulatorily relevant, how knooing derives the value from the incidents and how to set or reset it by hand with a reason.
5 min read
Automatic customer communication
Documentation
Automatic customer communication: who is informed when
When knooing automatically informs the person who reported a ticket, through which channels, what the messages contain and how each person adjusts the email.
5 min read
Guide
Messages about your report: what you see in the portal and by email
From the reporter's point of view: bell, email, flags on the ticket and tasks in the employee portal for a question, a proposed solution and a reply from the service desk.
5 min read
Guide
Read the proof of messages in the ticket history
In the ticket history agents see which message went to whom through which channel and whether it was delivered, with a masked address.
4 min read
Confirm the solution and close the ticket
Documentation
Confirm the solution and close the ticket: confirmation, reminders and three strikes
How a resolved ticket is closed: the reporter confirms, knooing reminds, and after the third lapse of the deadline without reaction the system closes automatically. Including the rule for reporters without an account.
6 min read
Guide
Confirm the solution in the portal and understand reminders
From the reporter's point of view: you confirm the solution in the employee portal and know what the reminder Please confirm means.
4 min read
Guide
Set the confirmation period and follow strikes on the ticket
For the service desk: where to set the confirmation period per tenant and how to see on a resolved ticket which strike it is at and when it closes automatically.
4 min read
Guide
Evaluate long-running incidents: including automatically closed ones
How to find incidents whose runtime exceeds a threshold, read the closure kind, set the threshold and export the list.
5 min read
Controlled reopening
Documentation
Controlled reopening: rules, time window, counting and consequences
When a resolved or closed ticket may be reopened, why a reason is required, how the time window works, what knooing counts and what happens from the third reopening.
6 min read
Guide
Set the reopening window per SLA rule
How to set how many calendar days after closure a ticket may be reopened, separately per priority.
4 min read
Guide
Grant the permission to reopen other people's tickets
How to give a role the permission to reopen tickets so the service desk can reopen resolved or closed tickets of other people.
3 min read
Guide
Reopen a ticket in the service desk
How to reopen a resolved or closed ticket with a reason, how to recognise the new cycle and how to continue afterwards.
6 min read
Guide
Tell the portal that the solution did not help
From the reporter's point of view: you object to a proposed solution in the employee portal, give the reason and the ticket is worked on again.
4 min read
Guide
Reopen a closed ticket in the portal
From the reporter's point of view: the problem is back after closure. You reopen the ticket in the employee portal with a reason while the time window is open.
4 min read
Satisfaction survey
Documentation
Satisfaction survey: how knooing collects a rating after closure
When knooing asks for a rating after a ticket is closed, who receives it, how it is answered, what is stored and where the evaluation is.
5 min read
Guide
Answer the survey after a ticket is closed
From the reporter's point of view: after your ticket is closed you receive a message, open the link and rate the handling with 1 to 5 stars.
4 min read
Guide
Set up the satisfaction survey: email and appearance
The survey is sent automatically. This is what you can set: whether the email arrives, how it looks and where to see the preview.
4 min read
Guide
Evaluate satisfaction: figures, distribution and low ratings
How to read satisfaction under Situation and control: average, response rate, distribution, weekly trend and the low ratings to follow up.
5 min read
Guide
Evaluate satisfaction by team and service
How to break satisfaction down by team, service or business service and narrow figures, trend and low ratings with filters.
5 min read
Guide
Evaluate experience level metrics: how reporters experience the providers' resolutions
How to read satisfaction, response rate, reopen rate and confirmation rate per provider and service under Overview & control, compare them with the targets and export them.
6 min read
Detecting recurring incidents
Documentation
Series detection: spot recurring incidents early
How knooing detects similar incidents as a series, even without a recurrence key, who is informed immediately, what the threshold means and how the decision is documented.
6 min read
Guide
Set up series detection: threshold, time window and criteria
How to set how many similar incidents within which period form a series and whether knooing finds series without a recurrence key.
5 min read
Guide
Set who is informed immediately about a series
How to choose roles, teams and people for the ad hoc notification, check with the preview how many people it reaches and what happens without a selection.
5 min read
Guide
Review a series and document the decision
How to see the suggested series, check them for reporting obligation or a problem and record when a series is not treated as a series, with a mandatory reason in the evidence journal.
6 min read
Duplicates and master incident
Documentation
Master incident and subordinate tickets: rules and purpose
How a leading ticket bundles subordinate tickets, which rules apply (one level, exactly one leading ticket) and what changes for reporters and agents.
4 min read
Guide
Detect duplicates and attach them to a master incident
On the ticket knooing suggests open, very similar incidents of the same service. You mark a duplicate or attach the ticket to a master incident with one click.
5 min read
Guide
Subordinate while recording: create and attach
In the recording form select a similar incident as master incident or create a subordinate ticket from a master incident.
5 min read
AI-assisted classification
Documentation
AI-assisted classification: requirements, switch and limits
When suggestions for category and priority are created and when not, which AI switch applies, which data is used and what the feature does not do.
5 min read
Guide
Use the AI suggestion when recording an incident: accept category and priority
When recording an incident knooing suggests category and priority based on similar resolved tickets. Accept it with one click or decide otherwise.
5 min read
Guide
Accept an AI suggestion on an incoming ticket: portal, email, interface
Incidents from the portal, email, interface or Teams get a suggestion for category and priority after arrival that agents accept or dismiss in the ticket.
4 min read
Monitoring reporting deadlines
Documentation
Monitor reporting deadlines: overview
Which deadlines knooing tracks for reportable incidents, how they are calculated, how to recognise urgency and where you watch deadlines and get reminded.
6 min read
Guide
Run the NIS2 reporting clock in the register: tick off deadlines and spot overdue ones
Switch on the NIS2 reporting clock in the incident register, read the early warning, notification and final report stages against their deadlines and tick off completed reports.
5 min read
Guide
Escalate an incident as a DORA incident: classify it, prepare the initial report, keep an eye on the deadlines
Alert the responsible people from an incident, have the ticket classified in the DORA tab, prepare the initial report with the ICT third-party providers involved and follow the deadline in the ticket header.
8 min read
Guide
Run the reporting chain on a ticket: read deadlines, report internally, mark as submitted
On the ticket in the DORA tab, read the overall status and report deadlines, record the internal notification and mark a report as submitted.
7 min read
Guide
View the deadline monitor for all reports: overdue and due soon
On the Major Incidents / DORA page under Operations, see all reports not yet submitted, split into overdue and due within 24 hours.
3 min read
Documentation
Understand reporting deadline reminders: when, to whom and how
When knooing reminds you before a reporting deadline expires, who gets the reminder, what it looks like and why it cannot be switched off.
5 min read
Registers and control points
Guide
Read the register of information on IT service providers: engagements, contracts, services and subcontractors
On one page you see which IT service providers work for your company, through which engagements and contracts, for which services and with which subcontractors.
6 min read
Guide
Check concentration risk and criticality: how much do you depend on single service providers?
You see for each service provider which share of your critical services depends on it, and which critical services still have gaps in contingency planning.
5 min read
Guide
Record the risk appetite in the ICT risk register
You record how much IT risk your management is willing to carry, with level, approving body and date. Every change becomes a new version.
4 min read
Guide
Record and assess an IT risk and check the reporting obligation
You record an IT risk with scope, likelihood and impact, mitigate it and, for severe risks, record whether a report to the supervisor is needed.
7 min read
Guide
Use the control point cockpit: open evidence, approvals and gaps at a glance
On one page you see which evidence is overdue, which approvals are waiting and where supplier or service data has gaps, and jump to the right place with one click.
6 min read
Guide
Download the regulatory standard report as a PDF
You download a ready-made report with the register of information, subcontractor chain, criticality, protection needs and change and access evidence for a period as a PDF.
4 min read
Guide
Read forecasts: incident volume, capacity and licence demand
The KPI library shows on one page how incidents, your inventory and licence consumption develop and when a limit will be reached.
5 min read
Handling security incidents confidentially
Documentation
Handle security incidents confidentially: overview
How knooing flags a ticket as security-relevant, shows its content only to a small circle, notifies the security team and guides handling with a playbook.
5 min read
Guide
Define the security team: who sees confidential tickets
In settings under teams, define a team as the security team so that its members belong to the authorized circle of flagged security incidents.
3 min read
Guide
Classify a category as security-relevant: flag tickets automatically
In the service desk settings, classify a category as security-relevant so tickets in it are flagged as suspected automatically when created or recategorized, including inheritance to subcategories.
5 min read
Guide
Flag a ticket as a security incident, confirm it or remove the flag
Flag a suspected security incident on the ticket, have the security team confirm it and remove the flag on a false alarm, with mandatory reason and audit trail.
6 min read
Guide
Manage access to a security incident: grant and revoke people
In the Access tab, see who can view a confidential ticket, grant or revoke access for individual people and check what others can still see.
6 min read
Guide
Handle a security incident with a playbook: phases and tasks
Record a security incident in the incident register, work through the template tasks per phase, assign people and guide the incident from analysis to follow-up.
7 min read
Change and release
Documentation
Change process overview: standard, normal and emergency change
Which kinds of changes exist, how risk assessment and approval paths work together, what a pre-approved standard change template is and which guide fits which task.
5 min read
Guide
Set up risk levels and approval paths for changes
How to set in the settings from which risk value a change counts as medium, high or critical, whether a risk assessment is mandatory and which approval path standard, normal and emergency changes follow per risk level.
6 min read
Guide
Create a standard change template and submit it for approval
How to create a template for a recurring change with steps, rollback plan and risk in the settings, submit it for approval and maintain it later with new versions.
6 min read
Guide
Approve a standard change template
How CAB members decide on a submitted standard change template under Approvals, check the content before agreeing and see afterwards that the template is usable.
3 min read
Guide
Create, assess and submit a normal or emergency change for approval
How to plan a change, choose its type, assess the risk, record the rollback plan, request the approval stages and document the ECAB justification for an emergency change.
8 min read
Guide
Create a standard change from an approved template
How to choose an approved standard change template for a change, see that risk and rollback plan come from the template and that no individual approval is needed, and what is still required before implementation.
4 min read
Documentation
CAB and multi-stage approval overview
How a normal change is approved stage by stage, what a CAB session with agenda, attendance and quorum does and what the meeting minutes in knooing are for.
4 min read
Guide
Approve the stages of a change one after another
How to decide an approval stage such as peer review under Approvals, see on the change that the next stage becomes possible and what may still be missing before the final stage.
4 min read
Guide
Prepare a CAB session: open it, record attendance, fill the agenda
How to open a CAB session with a minimum quorum under Change and Release, record the attendees, assign open CAB requests as agenda items and see when the session has a quorum.
6 min read
Guide
Decide in the CAB session and close the session
How to approve or reject a CAB request with a justification in the session, close the session when it has a quorum or dissolve it without one and what is locked afterwards.
4 min read
Guide
Keep, finalize and print the meeting minutes in knooing
How to write the minutes of a CAB session directly in knooing with notes, absentees and a justification per agenda item, finalize them, print them or save them as PDF and attach an external document if needed.
5 min read
Guide
Analyse a change's impact via the CMDB and use the risk suggestion
How to have knooing calculate which services, applications and CIs a change affects in its planned implementation window and how to adopt the suggested likelihood and impact derived from it.
6 min read
Guide
Segregation of duties for changes: who may request, approve and implement
Which roles must not fall to a single person for a change, how knooing enforces this, how to mark the implementation correctly and what the messages mean when segregation of duties applies.
5 min read
Guide
Record the rollback plan: no approval for a change without it
Why every change needs a rollback plan before approval can be requested, how to record it, when it can still be edited and what applies to changes from templates.
4 min read
Guide
Define change freeze periods: times without changes
How to create freeze periods under Change & Release, for example for the year-end close, for the whole tenant or a single service, and what they mean for planned changes.
4 min read
Guide
Plan an implementation window: spot collisions and respect freeze periods
How to enter a change's implementation window, read the collision warning with its reason and request a special approval when the window falls into a freeze period.
6 min read
Guide
Read the change calendar: planned changes, freeze periods and collisions
How to see all planned changes of a period, the freeze periods and the changes that overlap under Change & Release and jump from there to the ticket.
3 min read
Guide
Review of failed changes: created automatically and how to find it
Why knooing creates a review (post-implementation review) itself when a change fails or is rolled back, when this happens, where to find it and when the tab appears on the ticket.
5 min read
Guide
Fill in the review of a failed change
How to answer the review questions for a failed or rolled-back change, save the draft and continue to actions, approval and closing.
5 min read
Guide
Set up release environments: add acceptance and pre-production, enforce the order
How to define in the settings which environments a release runs through, add your own environments such as acceptance or pre-production, mark the productive one and enforce the order.
5 min read
Guide
Guide a release through the environments: keep the order and use the hotfix exception
How to create a release, bundle changes, set the status per environment and bypass the order and the acceptance with a justification in an emergency or hotfix.
6 min read
Guide
Record a release's acceptance result: prerequisite for production
How to record whether a release was accepted in an environment, which results exist, why a different person has to accept it and when the acceptance loses its validity.
6 min read
Guide
Keep a change's test protocol: test cases instead of free text
How to record test cases with expected and actual results on a change and how they create the test evidence that the final approval requires.
4 min read
Guide
Close a change: the configuration database quality gate
Why a change can only be closed once every affected object of the configuration database is confirmed, how to confirm objects and what the blocking messages mean.
7 min read
Guide
Evaluate change metrics: choose a period and read the monthly trend
How to read the change metrics under Change & Release, narrow them to a period, interpret the monthly trend and add missing results.
5 min read
Guide
Update the CMDB after a change: record target values and apply them
How to record before the change what should change in the configuration database, compare target and actual values afterwards and apply them with one click or confirm with a reason that nothing needs updating.
9 min read
Guide
Create changes from the build pipeline and report the result: GitLab CI and GitHub Actions
For developers: how your pipeline creates a change in knooing via POST /api/pipeline/changes and reports the result after deployment, with templates for GitLab CI and a GitHub Action.
8 min read
Service catalog and orders
Documentation
Service catalog with order workflows: overview
How a catalog entry, an order form and an approval flow turn into an order that employees place in the portal and approvers decide.
4 min read
Guide
Create and maintain a catalog entry
Create a new entry in the service catalog, set description, delivery time, category and flow and publish it to the catalog.
6 min read
Guide
Describe a catalog entry in English
Step by step you give an entry in the service catalog an English description: open the entry, edit its details, enter the English description and save.
4 min read
Guide
Design an order form in the form editor
Add fields to a catalog entry, label them, make them mandatory, check them in the preview and publish the form.
6 min read
Guide
Design a multi-stage approval flow in the flow editor
Create a flow with up to six approval stages, set approvers per stage, handle rejection and withdrawal, publish it and assign it to a catalog entry.
8 min read
Guide
Set approval deadlines: reminder and fallback to the service desk
Set after how many hours approvers are reminded and the service desk may also decide open catalog approvals, per tenant and per catalog entry.
4 min read
Guide
Order from the catalog in the portal
Choose a catalog entry in the employee portal, fill in the order form, submit the request and follow its status.
4 min read
Guide
Approve a catalog order in the portal
As an approver, check an order under My approvals and approve, reject or ask a question, and how it continues with several stages.
4 min read
Guide
Set up a target system for catalog orders and choose it on the catalog entry
Create one or more target systems per tenant (webhook or email), choose one on the catalog entry and define which form values are handed over.
6 min read
Guide
Follow the handover to the target system: status, retry and confirmation
After the last approval the ticket is handed over to the target system. How to read status and delivery log, retry a handover and confirm provisioning.
4 min read
Guide
Check reuse before approval: free licenses and stock devices instead of buying new
How knooing points to free licenses and stock devices before a software or device request is approved and how approvers in the portal still approve with a reason.
4 min read
Guide
Use reuse on the ticket: issue a stock device instead of buying new
In the service desk read the reuse notice on a device or software request, spot the matching stock device and fulfil the request from it.
3 min read
Guide
Approve catalog items and keep them current: service owner and freshness check
Switch on approval of new and changed catalog items by the service owner, decide open approvals and use the regular freshness check with deadline and flagging.
5 min read
Guide
Submit a demand in the portal: request a new or changed service
Submit a demand for a new or changed service in the employee portal and read the decision with its reason.
3 min read
Guide
Assess, decide and hand over demands: register of service demands
In the service desk record demands, assess them by benefit, effort and risk, accept, reject or defer them and hand them over to a change or a catalog draft.
6 min read
Employee portal: status and equipment
Guide
Follow my tickets in the portal: read status, deadline and notes
Find your own reports and requests in the employee portal, tell open from closed, read status, deadline and notes and know what to do next.
4 min read
Guide
Share a ticket with colleagues: watchlist in the portal
As the reporting person, add colleagues to the ticket with @ in the history or via the watchlist, choose the level and what contributors and observers may do.
4 min read
Guide
View my devices and my software in the portal and report incidents
See in the employee portal which devices, licenses and installed software are assigned to you, confirm receipt and report an incident for a device or program.
5 min read
Guide
Return software in the portal: license or installation no longer needed
Report in the employee portal that you no longer need an assigned license or installed software so the service desk returns or releases it.
3 min read
Provider routing
Documentation
Provider routing at a glance: which provider is responsible for a ticket
What provider routing rules do, how knooing determines the responsible provider, when it is engaged automatically and where you see responsibility, deadlines and handovers on a ticket.
5 min read
Guide
Request a routing rule: assign tickets to the right provider automatically
Step by step to a routing rule: open Provider routing, set name and rank, choose the conditions, set provider and basis and submit the request for four-eyes approval.
6 min read
Guide
Approve and apply a routing rule: four-eyes principle and test run
How a second person approves a requested routing rule, how the rule takes effect with Apply, and how the test run shows which provider a ticket would get.
5 min read
Guide
Change or retire a routing rule: new version with a valid-from date
How to change an active routing rule as a new version from a later date, read the history of all versions and retire a rule.
5 min read
Guide
Read provider routing on a ticket: responsibility, deadlines and history
How to see on a ticket which organisation is responsible right now, which rule chose the provider, how each provider's deadlines stand and who handed over when.
6 min read
Guide
Hand a ticket over to the provider tool and follow its status
Step by step: hand a ticket over after first processing to a provider that works in its own connected ticket system, read the hint, check in the Provider tools block where the ticket is, and add another provider.
6 min read
Guide
Exchange comments and queries with provider tools
Step by step: write comments to all involved provider tools or to just one, read answers and queries from the tools and recognise what knooing deliberately does not take over from a tool.
5 min read
Guide
Bring in another provider: joint work with a reason
How to bring another provider into a ticket without changing responsibility, record the reason in the history and write to one provider only.
5 min read
Guide
Working on a ticket as an added provider: what you see and who reads your contributions
How to work on a ticket as a provider after the service desk has added you: open the notification, read the shared status, write a comment. Including what stays hidden from you.
5 min read
Guide
Reassign a ticket to another provider: as service integrator
How a service integrator reassigns a ticket to another provider with a valid contract, records the reason and sees how long the reassignment lasts.
4 min read
Guide
Filter tickets by current provider: who is working on what
How the ticket list shows which provider is currently responsible for each ticket, and how to filter by provider, by tickets without provider and by joint work.
3 min read
Joiners and leavers
Guide
Maintain joiner and leaver templates: software, access and devices as a bundle
Create a template that defines which software, access and devices are created for a joiner or leaver, with mapping key, preview and freshness check.
6 min read
Guide
Start a joiner or leaver: trigger a bundle manually and follow it
Trigger a bundle for a joiner or leaver in the service desk, adjust items and follow progress per software, access and device.
4 min read
Guide
Report HR system events: joiner, leaver and mover via the interface
Create an interface key for the HR system and report joiner, leaver or mover so the matching bundle is created. With duplicate protection and error messages.
6 min read
Monitoring events and incidents
Guide
Bundle monitoring events: set up correlation and relationship levels
How to set how related monitoring messages are bundled into one cluster: time window, correlation depth across several relationship levels of the configuration database and the default behavior without a saved setting.
7 min read
Guide
Trace bundled events in the intake log
How to see in the intake log which monitoring messages belong to a cluster, over which relationship level they were matched and which incident resulted, and how to export the report.
5 min read
Guide
Create incidents automatically from monitoring events and resolve them on all-clear
How to set when bundled monitoring messages become an incident, what the automatic incident contains and whether an all-clear only sends a notice or resolves the incident by itself.
8 min read
Guide
Report monitoring events via the interface: alarm, all-clear and response
For integrators: how a monitoring tool reports alarms to knooing, repeats them safely, reports the all-clear with the status field and reads the response.
8 min read
Guide
Use measurements from monitoring in the classification: indicators and thresholds
How your monitoring tool supplies measurements with thresholds and how you adopt them in the classification of an incident as a proven input with its source.
8 min read
Instance bridge to a service provider
Documentation
Instance bridge overview: synchronizing tickets with a service provider's instance
What the instance bridge is, which roles a connection can have, where to set up and monitor the bridge in knooing, what depends on the other side and which guide fits which task.
6 min read
Guide
Set up a connection to a service provider's instance: create, check, activate
Step by step: create an instance bridge connection, choose role, transfer mode and service provider, store endpoint and credential, set capabilities and the intake of tickets from the provider tool, run the capability check and activate the connection.
7 min read
Guide
Define field write authority: which instance writes which field
Define per connection, ticket type and field whether the leading instance, your instance or both may write, who may override a blocked change, and apply the definition once it is approved.
7 min read
Guide
Approve field write authority: deciding a request as the second person
How, as the second person, you review a field write authority request in the approval inbox, approve or reject it with a reason and what happens next.
4 min read
Guide
Override a blocked field on a ticket: reason and evidence
How to see on a ticket which fields the other side leads, change such a field anyway with a reason and how the override is recorded as evidence.
4 min read
Guide
Set latency limits and escalation: how long a change may be in transit
Define per ticket type, priority and direction how long a change may take between the instances until it is confirmed as applied, and who is notified when the limit is exceeded.
5 min read
Guide
Set up the daily reconciliation: ticket types and value mapping
Define which ticket types the daily instance bridge reconciliation compares and how the provider's status and priority map to your own values.
5 min read
Guide
Handle instance bridge conflicts and clarification cases
How to read concurrent changes in Reconciliation and conflicts, see who prevailed, and handle and complete clarification cases from the reconciliation and from repeated conflicts.
6 min read
Guide
Limit attachments over the instance bridge: size, media types and segmented sending
Set a maximum size and blocked media types for the attachments of a connection, decide whether unacceptable ones are rejected or quarantined, and understand how large attachments are sent in segments.
5 min read
Guide
Define, approve and apply instance bridge masking and filter rules
Define per connection and direction which fields, comments and attachments the instance bridge passes, masks or holds back: draft a version, test it against a sample payload, submit it for approval, approve it as the second person and apply it.
10 min read
Guide
Define the field mapping: map the provider's fields and values to your data model
Step by step to a binding field and value mapping for the instance bridge: choose field and direction, fill in the value list, request approval, apply it and later change it as a new version.
8 min read
Guide
Approve a field mapping: review and decide a request as the second person
How the second person reads a field and value mapping request of the instance bridge in the approval inbox, checks the difference to the current version for a change and approves or rejects it.
4 min read
Guide
Clarify unmappable values: map or close the field mapping's open cases
How to find values the instance bridge's field mapping cannot translate, read the open case, solve it permanently with a prefilled mapping or close it with a reason, and how to spot affected tickets.
7 min read
Guide
Define the process split: which instance executes which step
Define per ticket type which steps knooing executes centrally and which the provider tool of a service provider executes, with deviations per service and connection, and apply the setting once it is approved.
7 min read
Guide
Approve the process split: deciding a request as the second person
How, as the second person, you review a process split request in the approval inbox, compare it with what applies today, approve or reject it with a reason and what happens next.
4 min read
Guide
Responsibility of the instances on a ticket: who executes the next step
How to see on a ticket connected to a service provider who executed the current step, who executes the next steps, which instance writes which field and what a refused update from the service provider means.
5 min read
Incident KPIs
Guide
Read incident KPIs: classification accuracy and runtime per month
Step by step you read how accurately incidents were classified at intake and how long they took to resolve: open the tab, choose the period, read deviations per attribute, show the monthly table and export it as CSV.
7 min read
Guide
Incident trends by cause, criticality, IT asset and business service
How to break down the incident KPIs: read trends by cause, switch to business service, IT asset or criticality, limit all KPIs to one value and remove the filter again.
6 min read
Data for reporting platforms
Guide
Create a key for a reporting platform: histories, KPIs and confidentiality
Step by step you set up access for a reporting or data platform: create a key, allow histories and KPIs, set the highest confidentiality, hand the key over and lower the limit of an existing key.
7 min read
Guide
Fetch histories and KPIs via the API: status changes, changes and monthly values
Step by step a reporting or data platform fetches status histories, changes to tickets and configuration items and the KPIs per month from knooing: open the description, send the call, continue with the cursor and evaluate the responses.
9 min read
Guide
Read tickets, CMDB and assets through the interface
You create a key that may only read. With it, an external system fetches tickets, configuration items and assets from knooing.
8 min read
Guide
View the call log of an API key
Step by step you see when an external system requested what with its key, filter for errors and read what the status codes mean.
4 min read
Guide
Set up webhooks: report changes to incidents, changes and other tickets
Step by step you set up a webhook that informs an external system about new and changed tickets: choose the target address and events, bind it to a key, hand over the secret, test it and read the delivery log.
9 min read
Guide
Read events by polling: fetch ticket changes instead of receiving them
Step by step you set up an external system that fetches new and changed tickets from knooing itself: create a key with event polling, get the bookmark and then regularly read the new events.
7 min read
ServiceNow at the provider
Guide
Hand an incident over to your service provider's ServiceNow
You hand an incident from knooing over to the responsible provider's ServiceNow instance, check beforehand what is sent and then read the provider's number and status on your incident.
7 min read
Guide
Exchange comments and sync the status with ServiceNow
You write to the service provider from the incident, fetch the status from ServiceNow, read the provider's replies in the conversation and follow its changes in the history.
7 min read
Guide
Adopt the service provider's solution or detach the link
When the service provider reports a solution in ServiceNow, you adopt it in knooing or dismiss the proposal. If the link no longer fits, you detach it with a reason.
7 min read
Guide
ServiceNow: send attachments, resolve a urgency deviation and report the closure
Hand over an incident with selected attachments to your provider's ServiceNow, send attachments later, decide a deviating urgency and understand how the resolution reaches the provider.
8 min read
Email mailbox
Guide
Link the email mailbox: connect the service desk mailbox from Microsoft 365 to knooing
You connect the shared service desk mailbox from Microsoft 365 to knooing, test the connection, restrict the app to this mailbox and check the rules for incoming mail.
9 min read
Guide
Handle incoming mail in the mailbox: create a ticket, attach or discard
You open the service desk mailbox in knooing, read incoming mail, create a ticket from an unassigned mail, attach a mail to an existing ticket and check the automatically created tickets.
8 min read
Guide
Handle several mails in the mailbox at once: select, discard, attach, mark as read
You select several mails in the mailbox with the check boxes and discard them together, attach them to a ticket or mark them as read or unread.
4 min read
Guide
Send replies from the mailbox and track the outbox
You reply to a mail right from the mailbox, track the reply in the queue and in Sent, resolve a failed mail and correct a wrong recipient.
9 min read