Overview

FLEX Insights puts relevant information from across your Vivantio instance at your fingertips at two key points during the Ticket lifecycle:

• When you're creating a new Ticket
• When you're viewing an existing Ticket

This makes it easier than ever to get access to information that may help you resolve the Ticket.

How to enable FLEX Insights

It's a simple checkbox to enable FLEX Insights, found under:

Admin > Setup > Global Settings > Features

Just check the box labelled "Insights" and click "Save".

Viewing FLEX Insights

When creating a new Ticket

With FLEX Insights enabled, whenever you create a new Ticket, the Insights panel will be open by default on the right hand side of the screen:

You can collapse the Insights panel using the Insights icon in the top right of the screen:

When viewing an existing Ticket

When viewing an existing Ticket, the Insights panel will be closed by default, but you can open it using the Insights icon in the top right of the screen:

You'll then see the Insights panel in the same way you would when creating a new Ticket.

What does FLEX Insights tell me?

FLEX Insights looks at the properties of the Ticket (the saved data in the case of an existing Ticket, or for a new Ticket, the data entered on screen so far), and will display links to the following items:

• Client Alert - if you're using Client Management, and you select a Client that has an Alert, the Alert will be shown
• Third Party Information - if the Ticket is linked to a Third Party, you'll see the third party name / email address / notes
• Client/Caller/Location Tickets - if there are any Tickets currently open for the selected Client/Caller, or in the selected Location, you'll see links to those Tickets
• Category Tickets - if there are any other Tickets open in the same Category, you'll see links to those Tickets
• Suggested Articles - if you're using the Vivantio Knowledge Base, you'll see links to relevant Articles (based on keyword and Ticket category)
• Mentioned Assets - if you're using Asset Management, you'll see links to any Assets mentioned by name (i.e. the Asset Tag or Serial Number appears in the Ticket Title or Description)