H3C Technologies H3C Intelligent Management Center - Manual (Page 566)

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30 Managing trouble reports
Trouble report management optimizes troubleshooting flow, reduces troubleshooting time, improves user
satisfaction, and reduces the workload of the network administrator.
Trouble report management provides the following features:
• Trouble report questions management
• Trouble ticket submission
• Trouble ticket management
• FAQ management
Trouble report management helps endpoint users and network administrators solve network problems,
using processes shown in Figure 137 :
• When encountering a network problem, the endpoint user can report the issue to the network
administrator through the Self-Service Center. This includes answering several questions. After the
network administrator analyses and solves the issue, the network administrator can provide the
solution to the endpoint user.
• The network administrator can collect frequently asked questions (FAQ) and upload the collected
FAQ to the Self-Service Center. When an endpoint user encounters a network problem, the
endpoint user can view the FAQ in the Self-Service Center and search the corresponding solution.
Figure 137 Trouble report management
Managing report questions
Trouble report questions management lets an operator customize issues in a trouble ticket. To describe a
problem, an endpoint user needs to answer several questions to provide information needed for
analyzing, locating, and solving the issue.