SnapIT

Using OCR to identify helpful knowledge from screenshots of error messages

A number of features introduced in Ivanti Service Desk 7.8.1 enable IT departments to offer some unique and exciting capabilities in their existing service offerings that will delight their customers. The features added allow a process design where a particular image can have optical character recognition (OCR) technology extract the text from the image and then search the knowledge base with this text, delivering the knowledge search results to the user immediately. This means that a user can take a photo with their smart phone or screenshot from their desktop, attach it to an incident and have the results presented to them. If they don’t have access to Self Service they could even email the picture to the service desk and have the knowledge results instantly emailed back to them.