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Solution Articles

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.

 

Creating a Solution Article

Within an Incident:

  1. Select the Analysis tab

    create_solution.png

  2. Click Edit

  3. Select the New Solution option within the drop-down list.
    The screen defaults to the expanded Solution Article editor with the Visibility and Status locked down.

    4. Visibility Options

    Description

    Assigned Incident

    The default visibility. This means that the solution is only visible relative to the Incident from which it was created.

    Users

    Viewable 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.

  1. 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.

  2. Edit the Problem content if required

    solution_screen.png

  3. Enter the Solution

  4. Upload any relevant attachments within the Attachments tab

  5. Click Save.

 

Request Tab

Solution Articles generated within Incidents include a Requests tab. This tab enables the User to view details of the Incident related to the Article. For detailed information about Knowledge Base articles see: Articles.