Solution Articles are Knowledge Base Articles generated as fixes for Incidents and Service Requests made available within the Analysis tab of requests. For similar requests that are logged in the future, they can be used as Proposed Solutions.
The Solution options available within the Analysis tab of a request include:
Analysis Tab Options |
|
Proposed Solution |
Displays a list of all Solutions with a search based on the Problem Description, Item Type and Classification. To assign a Solution, select the Solution ID number to display the Solution in full. Click Resolve if the Solution is relevant. This will close the Problem and notify the Customer. |
Search Solution
|
Allows User to enter full text or ID number to search for possible Solution Articles. To assign a Solution, select the Solution ID number to display the Solution in full. Click Resolve if the Solution is relevant. This will close the Problem and notify the Customer. |
New Solution |
Displays Knowledge Base editor to allow User to enter a new Solution. Define visibility, enter a Summary, a Description and Save. |
Within a request:
Select the Analysis
tab
Click Edit
Select New Solution
in the drop-down list options
The screen defaults to the expanded Solution Article editor with the
Visibility and Status locked down.
Visibility Options |
Description |
Assigned Request |
The default visibility. This means that the solution is only visible relative to the request through which it was created. |
Users |
Visible by internal Users only (i.e., not Customers). |
Users & Customers |
Visible to internal Users and Customers logged into the application. |
Everyone |
Available publicly, without logging into the system. |
Enter a Review Date
or leave blank for the field to be automatically populated when saved
The Item Category, Classification and Item Type are all drawn from
the related request.
Edit the Problem content
if required
Enter the Solution content
Upload an relevant attachments within the Attachments tab
Click Save.
Solution Articles generated from requests include a Requests tab. This tab enables the User to view details of the request related to the Article. For detailed information about Knowledge Base Articles see: Articles.