Add a New Solution

    The Solutions module is a knowledge base that contains the resolutions for known and resolved issues. 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 Solutions --> New Solution.

    (OR)

    • Click Quick Actions and select Solutions under the Create New section. This opens the New Solutions page. 

    • Enter a title for the solution which can be a summary of the solution.

    • Enter the resolution in the Content field.

    • To attach a file that supports the article, click Attach File button. 

    • Click topic field and select a topic from the list of available topics and sub-topics.

    • Enter the keywords to improve the accuracy of your search results. For accurate results, enclose your search term within quotes. While entering multiple keywords, separate them with a comma.

    • Select the Solution Owner, to review the solution. 

    'Technician with edit solution' permission can be a solution owner and you can have number of solution owners for a solution.

    • Select a Review Date by when the solution must be reviewed. Know more

    • Select an Expiry Date.

    • To make this solution available in the Self-Service Portal, enable Publish this solution in Self-Service Portal also checkbox.  

    If you have configured User Groups, then you can restrict 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 section. The solution will be available to the user group on logging into the application.

    • Click Add.

     

    Notifications

    Notification Rules can be configured for expiry/review dates under Admin-->Notification Rules-->Solution.

     

    AnchorSolution Facts

    • When a solution approaches the review date, the technician(Solution owner) assigned will be notified, based on the Notify Solution owner(s) n days before the solution Review date configured in the notification rules. 

    • Solutions created without expiry date will never expire.

    • Solution owner reviews a solution article and can extend the review date or mark it as expired.

    • Solution owners can change/modify the review/expiry date.

    • Expired solutions will not be shown under Resolution tab of a request and in Projects module.

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