The Solutions module in ServiceDesk Plus - MSP enables you to record solutions to the most common problems faced by your users. The recorded solutions function as a knowledge based for your technicians. The technicians can refer the knowledge base articles and resolve the request instantly. This reduces the turnaround time in attending to the requests generated by the requesters and closing the same. The solutions are account based i.e., you can maintain separate knowledge base for each account.
All requesters and technicians who have permissions to view the solutions module can access this section of the application. The ServiceDesk Plus - MSP administrator can assign access privileges to the various technicians for the solutions section. This access privilege can vary from just view only privilege to full control privileges. For setting the access privileges to technicians, refer to the Configuring Technicians and Configuring Roles sections. Moreover, new technicians joining the organization can browse through these recorded solutions to have an idea of the frequently resolved problems.