ManageEngine SupportCenter Plus application provides a facility to record solutions of the frequently ( common ) raised requests. The recorded solutions function as a knowledge base of solutions. Thus, when you receive a request, refer to the recorded solutions and solve it. This reduces the turnaround time in attending to the requests generated by the contacts and closing the same.
All contacts and support reps who have permissions to view the solutions knowledge base can access this section of the application. The SupportCenter Plus administrator can assign access privileges to the various support reps for the solutions section. This access privilege can vary from just view only privilege to full control privilege. For setting the access privileges to support reps, refer to the Configuring Support Reps and Configuring Roles sections.
You can access the solutions even without logging into the application, but will be able to view only those solutions that are published in the Self Service Portal. These solutions have to be approved by the concern support reps. The contacts can be restricted from viewing all the solutions in Self Service Portal using the Topics Template. To access the knowledge base directly without having to login to the application, type the URL provided below in the address bar of the browser:
http://<server name>:<port number>/portal (OR)
http://<server name>:<port number>/sd/SolutionsHome.sd
where, the <server name> is the name of the server where SupportCenter Plus is installed and <port number> is the port where the application is running.