Create Solution
1. Go to Solutions and click New.
2. Now, provide the necessary details as required. The default solution fields are as follows.
Field | Description |
Title | To give solution a title. This is a mandatory field. |
Content | The solution content like steps to resolve an issue goes here. This is a mandatory field. |
Attachments | To add attachments like images and files. |
Topic | Used to organize a solution. Select an appropriate option from the dropdown list. To know more about topics, click here. |
Keywords | Add appropriate keywords for better search results. |
Solution Owner | To designate a support rep as the solution owner. |
Review Date | A solution may be required to be reviewed on a periodical basis either due to the changes in business policy or due to any product related changes. You can set a date for review of the solution here. |
Expiry Date | You can set an expiry date for solutions |
Comments | Add any additional information. |
Publish this solution in Self-Service Portal also | Enable the checkbox to make the solution accessible to contacts in the web-portal. |
3. Finally, click Add if the solution is to be approved later or click Add and Approve to add and approve the solution immediately. To know more about solution approval, click here.
Notifications
Notification Rules can be configured for expiry/review dates under Admin > Notification Rules > Solution.
Solution Facts
When a solution approaches the review date, the technician(Solution owner) assigned will be notified, based on the Notify Solution owner(s) n days before the solution Review date configured in the notification rules.
Solutions created without expiry date will never expire.
Solution owner reviews a solution article and can extend the review date or mark it as expired.
Solution owners can change/modify the review/expiry date.
Related Articles
Solution Approval
Only approved solutions can be used to resolve a request. Depending on your organization's policy, a support rep can approve any solution or submit it for approval to another person in the organization. The solution status is displayed in both the ...View, edit, delete, and other solution-related actions
Solutions list view Solution list view page displays the list of all solutions. Click the Solutions tab to view the solutions list view page. You can view the solutions with different status levels using filters. Click All Solutions to display the ...Solutions
Before raising a ticket, you can look for existing solutions for your issues and queries. Searching Solutions To search for a solution, query the search box using the relevant keywords. A list of solutions will be displayed based on the ...Home Page
The home page is where you land upon successful login, if the organization maintains a single portal. If there are multiple portals, then you will land at the portal selection page. Choose the preferred portal and you will be directed to the home ...Introduction
You can create and maintain a knowledge base of articles for both support reps and contacts. Follow the links below to learn more. Creating Solution Creating Topics and Topic Groups Solution Approval Manage Solutions