Adding a New Solution

 

The solutions module is a knowledge base with resolutions for various problems encountered by your help desk team. It can have solutions grouped under various topics for ease of locating the corresponding solution. You can add new solutions to the existing knowledge base.

 

To add new solutions

  1. Log in to the SupportCenter Plus application using your user name and password.
  2. Click the New Solution link available below the tabs in the header pane or the New Solution button in the Solutions home page that is displayed on clicking the Solutions tab in the header pane. This opens the New Solution form. The title, contents, and topic fields are mandatory fields.
  3. Enter a title for the solution that you are adding. This can be a summary of the complete solution in one line that will exactly tell what the solution is all about.
  4. Now 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.
  5. Click Attach a File button. The Add / Remove Attachment window pops up.
  6. Click Browse.
  7. Select the file(s) that you wish to attach to the article and click Open.
  8. Click Attach. The files can be added one-by-one only.
  9. Once you finish adding all the files, click Done. The files attached will be listed in the Newly attached files field.
  10. 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.
  11. 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.
  12. To publish the solution in the self-service portal also, select the check box Publish this solution in Self-Service Portal also.
  13. Click Add. If you do not wish to add the solution then click Cancel.


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