Add New Solution
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)
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,
Browse and select a file from
the file chooser window. Click Open.
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.