Before you begin
- Access to the case ticket.
- To continue with remote assistance, the device must meet the Flexxible Assist requirements.
Steps
1
Open the ticket
Open the case ticket. If your organization has an ITSM connected, Solve enriches tickets in it with the work performed and updates their status.
2
Review what has already been done
Read the information generated while the case was being handled. If the case came in through Assist Chatbot, the ticket includes the conversation, the diagnosis, the evidence, and the remediation attempted, performed, or proposed.
3
Identify the state of each action
Determine whether each action is proposed, attempted, or performed, and whether the issue is resolved. A performed action doesn’t guarantee that the issue is resolved. See Action states and result.
4
Confirm the situation with the user
Before repeating checks, confirm with the user whether the problem persists. This way, you take advantage of the previous work.
5
Decide the next step
With that information, decide how to continue. If you need to act on the device, start a remote assistance session with Flexxible Assist and rely on Assist Teammate. See Use Teammate Guide and Teammate Act.
6
Document the result
Record in the ticket what you’ve done and update its status according to your organization’s procedure.
Expected result
- You know what was investigated and what was attempted before the case reached you.
- You continue the case from that work, avoiding repeating checks that have already been done.
- The ticket reflects both Solve’s work and yours.