The newly added solutions have to be approved by the concerned technician, in order to be viewed by the requesters in the self-service portal. To provide access permission to approve solutions refer Configuring Roles.
To submit for approval,
From the solutions list view page, select Unapproved Solutions from the filter showing combo box. The list of all unapproved solutions gets displayed.
Click the subject of the solution which you want to submit for approval. This opens the View Solutions page. The Status is shown as Unapproved below the Solution Id.
Select Submit for Approval under the Approve Actions combo box on the right hand side of the page. The Submit for recommendation window pops up.
Select the To address by invoking the icon . The Add users for Approval pops up as shown below,
Enable the check box adjacent to the user whom you want to submit the solution for approval.
The To text field gets filled with the mail id of the corresponding administrator.
The Subject and Description is entered as given in Notification Rules email template. If needed you can modify the subject and description content manually, else you can change the same from the Notification Rules email template under Helpdesk.
If there are any relevant files to be attached then, click Attach File button.
Click Send to submit the solution for approval.
The mail notification is sent to the person who was addressed in the To field of the notification. The mail contains the link to the specific solution which needs approval. On clicking the link, it leads you to the login screen, where on providing the proper credentials, the solution awaiting approval opens. To approve/reject solutions refer Approve/Reject Solutions.