Creating a Solution

Creating a Solution

To create a new solution: 

    1. Go to the Solutions tab and then 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.



    • 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 ...

    • Creating a Test Environment

      You can use a test environment to try newer versions or beta service packs before applying the patches or service packs to the application on the production server. We strongly recommend using test environments for any hotfixes, major releases, or ...

    • 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

    • View, edit, delete, and other solution-related actions

      You can perform various solution-related actions from the solution list view. To access it, click the Solutions tab.  The solution list view lists all solutions. To view the details of a particular solution, go to the solution details page by ...

    • Pass Through Authentication

      You can enable single sign-on for SupportCenter Plus to directly authenticate support reps' login credentials. Thus the support reps need not log in again to access SupportCenter Plus. SupportCenter Plus Pass-through Authentication uses NTLMV2 which ...