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This guide helps you decide how Flexxible Solve handles each category, both during and outside regular hours. The goal is to apply autonomy where your organization wants it, with the appropriate limits and approvals, and to extend coverage to employees who work at night or on weekends, who would otherwise wait for the next support period.

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Before you begin

  • Get to know the category catalog and what it means for an issue to belong to a category.
  • Review the control elements described in Control and governance.
  • Agree within your organization on who decides how each category is handled and who reviews the results.

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Steps

1

Identify the categories that matter most to you

Start with the categories with the most volume or impact in your organization. You don’t need to decide on all of them at once.
2

Decide how each category is handled

For each category, decide how you want it to be handled. See Control and governance.Keep in mind that a category doesn’t guarantee a repair: the technical and action limits of each case still apply.
3

Review off-hours support

By default, off-hours mode applies automatic self-remediation to the categories, except for specific exclusions. Review which exclusions apply.
4

Check the behavior

Review the first cases handled during and outside regular hours: the assigned category, what was attempted or performed, and the result. See Review an intervention and continue the case.

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Expected result

  • Each category you use has a decided handling.
  • Outside regular hours, automatic self-remediation is applied, except for exclusions, when the case allows it and always within the technical and action limits.
  • The information generated while handling the case lets the Service Desk continue, with context, the cases that aren’t resolved outside regular hours.

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If you don’t get the expected result