Adding a Resolution
You can add resolutions for the issues reported in the requests.
To add a new resolution
- Log in to SupportCenter Plus using your user name and password.
- Click the Requests tab in the header pane.
- Click the request Title for which you want to add
the resolution.
- First check if a resolution already exists for the request
or not by clicking the Resolution tab in the View Request page.
- If the No Resolution Available message is displayed,
then click Enter Resolution link available in the Tasks block
on the right side.
- The page is refreshed with a text box, where you enter the
resolution for the request.
- If you want to add the resolution to the solutions also,
then click Save and Add to Solutions, or else click Save.
If you click Save and Add to Solutions, then the next page displays
a message saying that the resolution is added and displays a New Solution
form.
- The title of the solution is automatically filled with the
title of the request. The Contents is filled with the resolution. You
can edit both of them.
- From the Topic drop-down list that contains all the
available topics, choose a relevant parent topic for the solution.
- Enter relevant keywords for the solution in the Keywords
text box. Separate each keyword by a comma.
- If needed you can also attach files to the solution.
- Click Add. This adds the resolution to the list of
solutions also.
If you have clicked Save while adding
the resolutions and want to add it to solution now, click the Add to Solutions link and follow the above
steps.
These added resolutions can be used for various purposes. One of them is to
add these resolutions as knowledge base articles which can be used for future
reference to solve the same issue if reported. The resolution of the request
also helps other support reps to know the kind of solution provided to the reported
issue. This serves as a documented proof of the way a reported issues were resolved.
SupportCenterPlus - Help Desk and Asset Management Software
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