Use Case · Incident Management
“My laptop is slow.” — answered with context, not questions.
Every ticket arrives with its asset, user, warranty, monitoring state and history already attached. Resolution starts at diagnosis, not discovery.
The problem
Technicians burn the first minutes of every ticket reconstructing context: which device, which user, what changed, what was tried before.
What happens today
- Tickets contain a sentence and a screenshot
- Asset lookup means opening another system
- Previous fixes are buried in closed tickets nobody searches
How ServiceFLX works
The ticket opens with the assigned asset, device details, warranty status, monitoring signals and previous incidents. FLXi summarizes and suggests a resolution matched from knowledge. Diagnose → knowledge → remote support → resolve → capture.
Product modules involved
Workflow
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1
Request via portal / email / chat
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2
Context attached automatically
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3
FLXi suggests resolution
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4
Technician diagnoses
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5
Remote support if needed
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6
Resolve within SLA
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7
Knowledge captured
Business outcome
Faster incident resolution and knowledge that compounds — every closure makes the next ticket easier.
See this workflow liveBook a demo
See ServiceFLX in your environment.
A working session with your scenarios — discovery, service desk, monitoring and automation on your data.