Solution Actions

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 to specific technician groups.

Under the Solutions tab, you can share solution articles in multiple ways. Refer to the relevant page linked below to learn more:
  1. Share solutions while creating solution article
  2. Share solutions from the list view
  3. Share solutions from the details page
  4. Share a topic/sub-topic
  5. Share all solutions in a topic/sub-topic

Points to remember while sharing solutions:

  1. Technicians can share a solution only to their own groups.
  2. Only SDAdmins can share solutions in bulk from the list view page.
  3. Technician groups are provided access to the complete solution, including topics and sub-topics. They will be unable to access the solution if they have access only to the topics/sub-topics.
  4. Technicians in a group cannot access a shared solution unless they have access to the solution topic.
  5. If a topic/sub-topic is shared with specific technician groups, only technicians within the groups can be the topic owner, apart from the SDAdmin.
  6. Only technician groups with access to the parent topic can be given access to sub-topics.
  7. If a solution is moved to another topic, its share permissions will be updated per the parent topic.
  8. Technicians configured to receive notifications under Setup > Automation > Notification Rules will not be notified when an event occurs in a solution if they are not a part of the technician group where the solution is present.

Move Solution 

Move solutions across topics or sub-topics.
  1. Selecting the solutions to move from the list view or template view.
  2. Click Move on the toolbar.
  3. Select the topic/sub-topic.
  4. Click Save.

Forward  Solution

Forward a solution via email.

On the list view or template view,
  1. Click beside a solution and select Forward.
  2. Alternatively, on the solution details page, click Forward on the toolbar.

On the Forward form,
  1. In the To field, enter the email address of the user.
  2. You can also add CC and BCC users.
  3. The solution title will be populated as the Subject and the solution details will be populated as the Description. You can modify them if needed.
  4. Add attachments, if any.
  5. Click Send.

Submit for Approval 

Submit solutions for approval to ensure the solution content is checked and authorized by relevant technicians. Only approved solutions can be displayed in the self-service portal.

On the list view or template view,
  1. Click beside a solution and select Submit for Approval.
  2. Alternatively, click . On the solution details page, select Actions > Submit for Approval.

On the Submit for Approval form,
  1. Enter the email address of the solution approver in the To field.
  2. The solution title will be populated as the Subject and the solution details will be populated as the Description. You can modify them if needed.
  3. Add attachments, if any.
  4. Click Send.

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