This documentation supports the 9.1 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Configuring decision trees

A decision tree takes the user step-by-step through a questionnaire. Based on the user's answers, the decision tree completes part of the form for a new incident request record by copying blocks of text into the record. Each element in the decision tree displays a list of items. The user's final selection completes part of the incident.

A decision tree is comprised of main branches and branches. It might also include branch items. A main branch groups together branches and branch items. Branches can group together branch items. The main branches are the initial prompts or questions that the user sees. When a user selects a main branch, the appropriate branches are displayed. For example, a user might select "Is this a hardware issue?" Based on this reply, the decision tree displays a list of: workstation, monitor, or printer issues. When the user selects from a branch, further branch items might be displayed. For example, if the user selects printer issues, the incident might be categorized, and the user can select further from: paper jam, low toner, or other printing issues.

The following is an example branching structure for a decision tree:

  • Is this a hardware issue? (Main branch)
  • Is this a workstation issue? (Branch 100)
    • Is the workstation unable to boot? (Branch item 101)
    • No power? (Branch item 102)
  • Is this a monitor issue (Branch 200)
    • Does the display flicker excessively? (Branch item 201)
    • No power? (Branch item 202)
    • Picture appears incorrectly? (Branch item 203)

To configure a decision tree

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Incident Management > Decision tree configurations > Decision Tree, and then click Open.
    The Decision Tree form appears. The form opens in New mode to create a new decision tree. To modify an existing decision tree, select the appropriate decision tree.
  3. If the decision tree applies to all companies, leave the default value of Global in the Company field. Otherwise, select the appropriate company.
  4. Enter a brief description in the Description field. If a system has more than one decision tree, users select the appropriate decision tree by this description.
  5. If appropriate, select a locale.
  6. If the decision tree is not ready to be used, select a status of either Proposed or Offline. When the decision tree is ready for use, change the status to Enabled.
  7. Click Save.

    Note

    You can create branches of the decision tree only after you save it.

  8. Create main branches of the decision tree by performing the following steps for each main branch.
    1. Click New Main Branch.
      The Branch Update dialog box appears.
    2. Type the question in the Branch Text field.
    3. If there are multiple main branches, type or select the appropriate sort order.
      This controls the order in which the questions appear.
    4. Click Save to save the main branch.
  9. Create branch details by performing the following steps for each branch detail.

    Note

    Branch details specify the actions you take to complete the incident form. They are grouped under main branches. Branch details can include both branches and branch items. A branch is attached directly to a main branch. A branch item is attached to either a branch or another branch item. A branch and a branch item both include a text prompt and an action.

    1. Select the appropriate main branch, branch, or branch item.
    2. Click New Branch or New Branch Item.
      The Branch Update dialog box appears.
    3. Enter the question or prompt in the Branch Text field.
    4. Enter or select the appropriate sort order.

      Tip

      If you leave gaps in the sort order, it is easier to insert branches later. For example, if you give three branches sort orders of 100, 200, and 300, you can later insert another branch at 150 without renumbering.

    5. Select the appropriate incident action type. You are prompted to specify details for the action, as described in the following table:

      Incident action type

      Details to specify

      Effect when branch or branch detail is selected by user

      None

      No details.

      No action is performed.

      Template

      Select the incident template.

      The incident form is populated by the incident template. For information about templates, see Configuring Incident Management templates .

      Categorization

      Select the appropriate incident type, operational categorization, and product categorization.

      The incident form is populated with the values that you specify here.

      Summary / Notes

      Specify a summary description and perform one of the following actions:

      • Enter a detailed description.
      • Select Yes for prompt for input and enter questions to prompt the user in the Detailed Description field.

      The description is copied to the Summary field of the incident form. Depending on the selection:

      • The detailed description are copied to the Notes field.
      • The user is prompted with questions, and the answers are copied to the Notes field.

      Script

      Select the appropriate script.

      The script prompts the user with questions to ask the customer. For information about scripts, see Creating scripts.

      Solution

      Select the appropriate solution entry and whether it resolves or relates to the incident.

      Sets the relationship between the incident and the solution entry.

      Known Error

      Select the appropriate known error and whether it resolves or relates to the incident.

      Sets the relationship between the incident and the known error.

    6. Click Save to save the branch or branch item.
  10. Continue to add main branches, branches, and branch items as required.
  11. Click Save to save the decision tree.
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