The solutions module is a knowledge base with resolutions for the problems encountered by your help desk team. The solutions can be grouped under topics to access the solutions with ease. In addition, the solutions can be restricted to specific user groups. The requesters under the user group can view the solutions on logging into the application.
To add new solutions to the existing knowledge base,
Click the Solutions
tab in the header pane. This opens the solutions list view page. By default,
the list of all solutions gets displayed. Click New
Solution button. (OR)
Click Quick Actions drop-down menu -> select Solutions under the Create New block. This opens the New Solutions page. The title, contents and the topics fields are mandatory fields.
Enter a title for the solution you wish to add in the given text field. This can be a summary of the complete solution in one line that will exactly tell what the solution is all about.
Enter the complete solution in the Contents text field.
If this solution requires any additional files to support the article, then you can attach the same by clicking Attach File button. The Attach File window pops up as shown below,
i. Click Browse and select a file from the file chooser window. Click Open.
ii.Click Attach File button. The attached file gets listed along with its size.
iii. Repeat steps 1 and 2 to attach another file.
The topic field is a combo box that lists all the available topics and sub-topics. Select the topic in which you wish to add the current solution.
The keywords are optional, but the presence of a keyword for the solution will help in improving the search capability and will provide accurate search results. While entering multiple keywords, separate them with comma.
To make this solution
available in the self-service portal for the logged in and non-logged
in users, select Publish this solution in Self-Service Portal also
If you have configured User Groups, then you can restrict the solutions to a specific user group by selecting the user group from the available list, use >> button to move it to the selected user group block. The solution will be available to the user group on logging into the application.
Click Add. If you do not wish to add the solution then click Cancel.