It is important for every company to resolve issues in the shortest possible time and according to well-defined rules. In an ideal situation recurring errors do not need to be handled by operations at all. CRAFT includes a tool to manage frequent problems: when a new ticket is added, this tool helps the staff find similar earlier issues registered in the system, so it can automatically suggest possible solutions. If a known problem cannot be solved by the administrator, the system automatically links the new ticket to the earlier one identified by the administrator. Operations tasks are also simplified thanks to this application.
If the administrator encounters a problem which can be solved easily, the system automatically offers a solution without the need of involving operations. This streamlines the troubleshooting process and reduces the workload of operations.
The quantity and quality of information gathered about the issue greatly facilitates the troubleshooting effort.
