Name of Feature/Request: Asset keyword tags and auto-attachment to new tasks
What financial, time savings, or quality of life improvements will occur with this: Instant time savings by automatically including relevant assets and potentially highly impactful for support outcomes regarding unique systems and client-specific workflows. Relevant assets will be automatically available, saving time for support staff and ensuring the correct procedures are immediately visible.
Attempted solutions so far: Typical workflow is searching for keywords in assets to find any potential relevant asset
Digging deep - Any additional Why behind this request / How was this accomplished before Striven: For IT, our incoming tasks from customers are overwhelmingly the same items every day. A customer will have an email provider, and identity provider, their workstation or servers they access, and some set of additional software they use day to day. As a result we will get lots of similar tasks with similar names referencing the same items such as “Outlook”, “Email”, “Adobe”, “File server”, “VPN”, etc., where we will first attach the same assets to the task to assist the user.
My idea is the ability to add what are essentially keyword tags to assets. For example, an Adobe Acrobat asset for a client might have a field with tags containing “Adobe”, “Acrobat”, and “PDF”. Then if a task comes into a queue with the subject or description containing one or more of those tags, that asset is automatically attached. This would be a time saver for common items such as Adobe in this example, but would be significantly more impactful on “unique” or proprietary software/policies/procedures where the user may reference the software in the task but a support consultant may be unfamiliar with it.
By having the tags in an asset be an editable field, this would allow this feature to be specifically tuned per-client and per support team to be best integrated as they see fit without having to rely on the content of other user defined fields such as asset title, type, or description.