Create Solution

You can create solutions to tackle frequently raised incidents and track them from the Solutions tab.

Role Required: SDAdmin, Technicians with Add Solutions permissions.

The solutions can also be added to the Self-Service Portal to help end users troubleshoot.

1. On the Solutions tab, click New Solution.
   
2. Alternatively, you can go to Quick Actions  on the application header and under Add heading, select Solution.
   

In the New Solution form, fill out the displayed fields. Use the following points for reference.

Field	Description
Select Template	Choose the solution template to be used. You can create solution templates under Setup > Templates & Forms > Solution Templates.
Title *	Add a relevant title for the solution.
Content *	Describe how the solution is applied. By default, the Content text box is in Rich Text Mode. In this mode, you can add images, embed videos, links, emoticons, and formatting to your text. To add simplistic information, you can switch to Plain Text Mode by clicking on the right corner of the Content text box. Click to apply your personalized formatting to the solutions. You can expand the text editor to full screen by clicking .   You can upload a maximum of 10 videos, each less than 10 MB.
Topic Name *	Select the topic under which the solution must be categorized.
Review Date	Choose the date to review the solution and update the contents if needed. If the solution is not reviewed by the review date, the status of the solution will be updated as Unapproved.
Expiry Date	Choose an expiry date by which the solution must be removed from the active solutions.
Keywords	Add keywords to enable ServiceDesk Plus Cloud MSP identify and suggest solutions to users. Use commas to separate multiple keywords.
Internal Comments	Add internal comments to communicate guidelines or remarks to the technicians.
Attachments	Add any additional files to support the solution by clicking . You can also drag the file to the marked area.
Associate Customer *	By default, the solution is associated with all customers. You can  choose to associate the solution with specific customers.
Share to	Select technician groups who can access the solution. You can share the solution with all technicians of the associated customers or specific technician groups from the associated customers.   By default, the option to share to All Technicians will be selected.
Publish	Enable Show in Self-Service Portal check box to allow requesters to access the solution. By default, the solution is visible to all requesters of the customer. If you have configured user groups, you can restrict solution visibility to specific user groups within the customer. Only approved solutions will be listed in the Self-Service Portal.

* mandatory fields

Apart from the fields mentioned above, the SDAdmin might have set up additional fields customized to the template.

After adding the solution details, click Add or Add and Approve.

Review Date and Expiry Date fields will be applicable in the New Solution form only if the fields are configured in the solution template. 

SDAdmins can configure notifications to be sent when a solution is created. Learn more.

• Related Articles

• Solution Templates

  You can include fields relevant to a solution topic with pre-populated data in a solution template and associate them with the corresponding topics. Solution templates are not customers specific and are common to all. Role required: SDAdmin, ...

• Solution Topics

  The solution articles are organized by topics and sub-topics, thereby listing a table of contents on the list view page for easy navigation. To browse solutions by topic, go to the left pane on the solution list view. Click on a topic to view the ...

• Solution Actions

  Role required: SDAdmin, Technician Share Solution You can share solutions to limit their accessibility to specific technician groups. Technicians with required permissions can either share solution articles individually or limit the topics/sub-topics ...

• Solution Configurations

  Setting Description Solution ID prefix* Set a prefix string for the solution ID. The default prefix value is SOL. You can set up to 5 characters as the solution ID prefix. Starting Solution ID * By default, solution ID starts from 1. You can reset ...

• View Solution Details

  Role Required: SDAdmin, Technicians with View Solutions permission Customer-restricted technicians can only view solutions that have been shared with the them or the technician group they belong to within the specific customer. For a requester to ...