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
- Log in to the SupportCenter Plus application using your user
name and password.
- 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.
- 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.
- 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.
- Click Attach a File button. The Add / Remove Attachment
window pops up.
- Click Browse.
- Select the file(s) that you wish to attach to the article
and click Open.
- Click Attach. The files can be added one-by-one only.
- Once you finish adding all the files, click Done.
The files attached will be listed in the Newly attached files field.
- 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 publish the solution in the self-service portal also,
select the check box Publish this solution in Self-Service Portal also.
- Click Add. If you do not wish to add the solution
then click Cancel.
SupportCenterPlus - Help Desk and Asset Management Software
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