Have to be brief; we are getting pounded today

[toxico.livejournal.com]

So when we don't know the answer to a question offhand, we can search previous cases. I ran across the following solution, regarding a case involving mail not releasing from quarantine:

blocked allow blocked cointent, sure you weant to do it., send and
nothingt ahpepensl, , sned biox disaopoears noithing comes through has
tried from various none work whatsoever. no downlaod forward no...
subject line retailn profantiy

...the fuck? Anyone remember George? I think he worked here...

Comments

[jecook]

Ah, Yes. George.

He is the Ying for the Yang that is Simon.

Because you have to have balance.

[alysania.livejournal.com]

<3 george!

[katyism.livejournal.com]

What do you use to search previous cases? Is it a function of your ticketing software or what have you?

[toxico.livejournal.com]

It's an internal knowledge base function. Cases are automatically added to the searchable database within the company.

[katyism.livejournal.com]

I must suggest this for my company...

[toxico.livejournal.com]

Externally, our customers can search by KB articles and product documentation, and a few other areas. Internally, we get to search by known defects and cases as well. Other cases are where I find most of my answers actually.