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

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 list of solution filters. Solution filters are listed below.

  • All Solutions

All the solutions excluding expired solution can be viewed in this category.

  • Approved Solutions

Approved solutions are listed in this category.

  • Approval Pending Solutions

Solutions which are sent for approval are listed in this category.

  • Unapproved Solutions

Solutions which are not approved and have to be sent for approval are listed in this category.

  • Rejected Solutions

Rejected solutions are listed in this category.

  • Due for Review in Next 30 Days

Solutions approaching the review date in the next 30 days are listed in this category.

  • Review Overdue

Solutions that have crossed the review date are listed in this category.

  • Solutions Without Review Date

Solutions without the review date are listed in this category.

  • Expiring in Next 15 Days

Solutions approaching the expiry date in the next 15 days are listed in this category.

  • Solutions Without Expiry Date

Solutions without the expiry date are listed in this category.

  • Expired Solutions

Expired solutions are listed in this category.


Solutions list view page follows a color-coding scheme to list the approved, unapproved and rejected solutions with the public/private mode.

- Rejected solutions

- Unapproved solutions

- Approved solutions

- Solutions that are public (available for technicians and requesters/selected user groups)

- Solutions that are private (available only for technicians)



This option allows you to perform quick actions from the solutions list view page. Click Actions to perform the below-listed actions.

  • Approve Solutions

  • Reject Solutions 

  • Delete

Import Solution

You can import knowledge base articles in the form of XLS file into the application.

Click Actions > Import Solution.

Solution Settings  

Solution settings allow you to manage solutions.

  • Enable Rating - Allow users to rate solutions.

  • Enable Comments - Allow support reps and users to comment on solutions.

  • Solution Expiration - When a solution has reached the review date, you can review and move the solution to any of the following status: Move to unapproved, Mark as expired, or Leave the solution unchanged.


View Solution Details

The solution details page contains all the details relevant to the solution. Besides viewing, support reps can perform several actions on a solution from its details page.


Role Required: SDAdmins, Support reps with View Solutions permission 

View Solutions  

  • Go to Solutions.

  • Click a solution to view its details.

The canvas displays the solution article and the right pane displays metadata about the solution such as status, type, visibility, review/expiry date, or views.

The other details relevant to the solution are categorized into individual sub-tabs as follows:

  • Feedback - Add feedback about the solution article and view comments added by other users. Users can record how helpful the solution was by using the like/dislike button. Click the numbered button to view the users who reacted to the solution.

  • Keywords - View the keywords added to identify the solution.

  • Associations - View the associated requests.

  • History - Records all operations performed on the solution.




Besides viewing the solution details, you can perform several actions using the Edit button and Actions menu available on the toolbar.

Edit Solution - Click the Edit button on the top of the page to modify the solution article.

You can use the Actions menu to,

Forward - Forward a solution via email.

Submit for Approval - Submit the solution for approval via email.

Approve/Reject Solution - Approve or reject a solution stating proper reason.

Enable/Disable Comments - Allow or restrict users from commenting.

Reset Ratings - Reset the rating anytime after modifying the solution content.

Mark as Expired - Stop the usage of the solution.

Mark as Active - Retrieve the expired solution.

Delete Solution - Remove the solution that is no longer needed.



When a solution is due for review, a notification will be displayed on the top of the page. Admins or support reps with relevant permissions can review the solution and extend the review date or mark as expired by editing the solution.



Edit solution

To edit a specific solution,
  1. From the solutions list view page, click the Subject link of the solution which you want to edit.

  2. Click Edit button available on the Solutions Details page.

  3. In Edit Solutions page, make the necessary modifications. The title, contents, and the topic under which you wish to place the solution are mandatory fields. You can also add more attachments or delete existing ones.

  4. Click Save button. If you do not want to save the changes and get back to the solutions listing, click Cancel.

  5. On saving the solution, the status of the solution shows Unapproved. The solution has to be submitted for approval to the concerned support reps. To know more on refer Submit for Approval.

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