Ontology "dataspectsSupportOntology"
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- Support agents, in the SearchContext "Support", search for <search_string> including error codes and/or symptoms reported by a customer.
- If the support engine sets the SearchContext to "Support", the following match profiles will be boosted:
- Boost 10:
HasEntityType::Problem AND (mTBC OR MentionsErrorCode::*<search_string>*)
- Boost 5:
HasEntityType::Solution AND mTBC
- Boost 0: mTBC
- (mTBC =
HasEntityTitle::*<search_string>*
ORHasEntityBlurb::*<search_string>*
ORHasEntityContent::*<search_string>*
)
- Boost 10:
- For results of
HasEntityType::Problem
either solutions or caused problems are displayed. - For results of
HasEntityType::Solution
corresponding problems are displayed.
Components
SupportDashboard
SupportDashboard<includeonly>=== [[SupportDashboard]] ===</includeonly>
{{#formlink:form=Problem|link text=Add new problem|link type=link}} | {{#formlink:form=Solution|link text=Add new solution|link type=link}}
; Problems
{| class="wikitable" width="100%"
{{#ask:
[[HasEntityType::Problem]]
|format=template
|template=ProblemItem
|link=none
}}
|}
; Solutions
{| class="wikitable" width="100%"
{{#ask:
[[HasEntityType::Solution]]
|format=template
|template=SolutionItem
|link=none
}}
|}<noinclude>[[Category:dataspectsSupportOntology]][[Category:Dashboard]]</noinclude>
|
Template:ProblemItem|-
|[[{{{1}}}]]
{{#ask:[[-Has subobject::{{{1}}}]][[HintedByErrorCode::+]]
|mainlabel=-
|?HintedByErrorCode
|format=template
|template=HintingErrorCodeForProblemItem
|link=none
}}
|
{{#ask:[[-Has subobject::{{{1}}}]][[HasSolution::+]]
|mainlabel=-
|?HasSolution
|?SuggestedBy
|format=template
|template=SolutionForProblemItem
|link=none
}}
{{#ask:[[-Has subobject::{{{1}}}]][[CanBeCausedByProblem::+]]
|mainlabel=-
|?CanBeCausedByProblem
|?SuggestedBy
|format=template
|template=ProblemCausingProblemItem
|link=none
}}
|-<noinclude>[[Category:dataspectsSupportOntology]]</noinclude>
|
Template:HintingErrorCodeForProblemItem* is hinted by error code <span style="background-color:pink;">{{{1}}}</span><noinclude>[[Category:dataspectsSupportOntology]]</noinclude>
|
Template:SolutionForProblemItem* has <span style="background-color:lightgreen;">[[{{{1}}}]]</span> {{#if:{{{2|}}}| <sup>suggested by [[{{{2}}}]]</sup>|}}<noinclude>[[Category:dataspectsSupportOntology]]</noinclude>
|
Template:ProblemCausingProblemItem* can be caused by underlying <span style="background-color:pink;">[[{{{1}}}]]</span>{{#if:{{{2|}}}| <sup>suggested by [[{{{2}}}]]</sup>|}}<noinclude>[[Category:dataspectsSupportOntology]]</noinclude>
|
Problems
Template:Problem
<includeonly>{{METADATA|Keywords={{{HasKeyword|}}}|HasEntityTitle={{{HasEntityTitle}}}|HasEntityBlurb={{{HasEntityBlurb|}}}|HasEntityType=Problem}}
* {{#ask:[[-Has subobject::{{FULLPAGENAME}}]][[HintedByErrorCode::+]]
|mainlabel=-
|?HintedByErrorCode
|format=template
|template=HintingErrorCodeForProblemItem
|link=none
}}
{{#ask:[[-Has subobject::{{FULLPAGENAME}}]][[HasSolution::+]]
|mainlabel=-
|?HasSolution
|?SuggestedBy
|format=template
|template=SolutionForProblemItem
|link=none
}}
{{#ask:[[-Has subobject::{{FULLPAGENAME}}]][[CanBeCausedByProblem::+]]
|mainlabel=-
|?CanBeCausedByProblem
|?SuggestedBy
|format=template
|template=ProblemCausingProblemItem
|link=none
}}
[[Category:Problem]]
</includeonly>
<noinclude>[[Category:dataspectsSupportOntology]]</noinclude>
Template:SolutionForProblemItem* has <span style="background-color:lightgreen;">[[{{{1}}}]]</span> {{#if:{{{2|}}}| <sup>suggested by [[{{{2}}}]]</sup>|}}<noinclude>[[Category:dataspectsSupportOntology]]</noinclude>
|
Template:ProblemCausingProblemItem* can be caused by underlying <span style="background-color:pink;">[[{{{1}}}]]</span>{{#if:{{{2|}}}| <sup>suggested by [[{{{2}}}]]</sup>|}}<noinclude>[[Category:dataspectsSupportOntology]]</noinclude>
|
Form:Problem
{{{info|add title=New Problem|edit title=Edit Problem|page name=C<unique number;random;10>}}}
{|class=wikitable width=100%
!width=33%|Has solutions
!width=33%|Can be caused by problems
!Is hinted by error codes
|-
|{{{for template|SolutionForProblem|multiple}}}
* Solution: {{{field|HasSolution|input type=dropdown|values from category=Solution|mapping property=HasEntityTitle}}}
* Suggested by: {{{field|SuggestedBy|input type=dropdown|values from namespace=User}}}
{{{end template}}}
|{{{for template|ProblemCausingProblem|multiple}}}
{{{field|CanBeCausedByProblem|input type=dropdown|values from category=Problem}}}
{{{end template}}}
|{{{for template|ErrorCodeHintingProblem|multiple}}}
{{{field|HintedByErrorCode|input type=text}}}
{{{end template}}}
|}
{{FormHeader|Problem}}
{{StandardFormSections}}
{{FormFooter}}
<noinclude>[[Category:dataspectsSupportOntology]]</noinclude>
The following two subobject implementations allow for reification, in this case by specifying who suggested a solution or an underlying problem.
Template:SolutionForProblem{{#subobject:
|HasSolution={{{HasSolution}}}
|SuggestedBy={{#if:{{{SuggestedBy|}}}|User:{{{SuggestedBy}}}|}}
}}<noinclude>[[Category:dataspectsSupportOntology]]</noinclude>
|
Template:ProblemCausingProblem{{#subobject:
|CanBeCausedByProblem={{{CanBeCausedByProblem}}}
|SuggestedBy={{#if:{{{SuggestedBy|}}}|User:{{{SuggestedBy}}}|}}
}}<noinclude>[[Category:dataspectsSupportOntology]]</noinclude>
|
MongoDB collection record{
...
"annotations": [
{
"_id": "5cc2e8632ed16e62f65c7e56",
"id": "",
"subject": "Problem002#0##_83def6efc257a68bef693e0eabafbd3a",
"predicate": "HasSolution",
"object": "Solution003#"
},
{
"_id": "5cc2e8632ed16e62f65c7e55",
"id": "",
"subject": "Problem002#0##_83def6efc257a68bef693e0eabafbd3a",
"predicate": "SuggestedBy",
"object": "Admin#2##"
},
{
"_id": "5cc2e8632ed16e62f65c7e54",
"id": "",
"subject": "Problem002#0##_a1ed44e1e5b3af3ced2a05f433a13ad7",
"predicate": "CanBeCausedByProblem",
"object": "Problem123#"
},
{
"_id": "5cc2e8632ed16e62f65c7e53",
"id": "",
"subject": "Problem002#0##_81f0415b9979c36185a1d4076f88921e",
"predicate": "HintedByErrorCode",
"object": "5530"
}
]
...
}
|
Elasticsearch index document{
...
"HasEntityAnnotations": [
{
"_id": "5cc2e8632ed16e62f65c7e56",
"id": "",
"subject": "Problem002#0##_83def6efc257a68bef693e0eabafbd3a",
"predicate": "HasSolution",
"object": "Solution003#"
},
{
"_id": "5cc2e8632ed16e62f65c7e55",
"id": "",
"subject": "Problem002#0##_83def6efc257a68bef693e0eabafbd3a",
"predicate": "SuggestedBy",
"object": "Admin#2##"
},
{
"_id": "5cc2e8632ed16e62f65c7e54",
"id": "",
"subject": "Problem002#0##_a1ed44e1e5b3af3ced2a05f433a13ad7",
"predicate": "CanBeCausedByProblem",
"object": "Problem123#"
},
{
"_id": "5cc2e8632ed16e62f65c7e53",
"id": "",
"subject": "Problem002#0##_81f0415b9979c36185a1d4076f88921e",
"predicate": "HintedByErrorCode",
"object": "5530"
}
]
...
}
|
Solutions
Template:Solution
<includeonly>{{METADATA|Keywords={{{HasKeyword|}}}|HasEntityTitle={{{HasEntityTitle}}}|HasEntityBlurb={{{HasEntityBlurb|}}}|HasEntityType=Solution}}
{{#ask:[[HasSolution::{{FULLPAGENAME}}]]
|?SuggestedBy
|format=template
|template=ProblemForSolutionItem
|link=none
}}
[[Category:Solution]]
</includeonly>
<noinclude>[[Category:dataspectsSupportOntology]]</noinclude>
Template:ProblemForSolutionItem
* solves <span style="background-color:pink;">[[{{#explode:{{{1}}}|#_|0}}]]</span> {{#if:{{{2|}}}| <sup>suggested by [[{{{2}}}]]</sup>|}}<noinclude>[[Category:dataspectsSupportOntology]]</noinclude>
Form:Solution
{{{info|add title=New Solution|edit title=Edit Solution|page name=C<unique number;random;10>}}}
{{FormHeader|Solution}}
{{StandardFormSections}}
{{FormFooter}}
<noinclude>[[Category:dataspectsSupportOntology]]</noinclude>