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
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
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
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
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
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
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
Knowledge in the ticket
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
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