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Conventional methods of measuring the duration of an outage start the clock when the problem is first reported to the vendor or Call Center. The clock stops when the technician logs that the problem is resolved.  In reality, however, the outage really starts the moment the system has

By default a test is assigned two outcomes, a pass outcome and a fail outcome.  To add further outcomes to a test, select the Functions tab in the test-point properties panel.  Click on the Edit button that is next to the Outcome Name drop-down list.  A dialog with a list of outcomes

Case Based or Knowledge based solutions require some form of history or prior service knowledge as they try to retrieve “best known solutions”. However, these are solutions that are known best (because they were documented by service agents or experts) but are not necessar