Solution Topics

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 corresponding sub-topics. On clicking a sub-topic, you can view the articles listed. You can expand all topics at once using the Expand option and then collapse them.


If a topic/sub-topic is shared to specific technician groups, the shared groups will be displayed beside the topic name on top of the list view page.
Info
You cannot access topics/sub-topics of specific technician groups, if you are not a part of the group. 


Add New Topic/Sub-topic 

To add a topic, click New on the left pane.

To add a sub-topic, hover over a topic name, click and select New.

In the New Topic form, fill in the following details:
  1. Add a unique solution topic name. This is a mandatory field.
  2. Select an icon to represent the topic. You can also import an image as the topic icon.
  3. Click Save.
Info
Only JPEG, GIF, or PNG files of less than 2MB can be imported as topic icon. 

Edit Topic 

  1. Hover over the topics/sub-topics and click .
  2. Select Edit.
  3. Update the topic name and icon.
  4. Click Save.

Share Topic

  1. Hover over the topics/sub-topics and click .
  2. Select Share.
  3. Select if you want to share the topic with all technicians or specific technician groups.
    1. If the topic is limited to specific technician groups, select the technician groups in the combo box.
  4. Choose if the access limitation applies to sub-topics or only to the topic.
  5. Click Apply.

Assign Topic Owner 

  1. Hover over the topics/sub-topics and click .
  2. Select Topic owner.
  3. You can modify the topic name, if needed.
  4. Select a technician as topic owner from the drop-down.
Info
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. 
Sub-topics without owner will be auto-assigned to the parent topic's owner.

Move Topic 

  1. Click on a topic in the left name and drag it to a new position to reorder the topics.
  2. You can create parent topics and sub-topics by dragging a topic over another topic name. This will mark the moved topic as a sub-topic.
Info
If a solution is moved to another topic, its share permissions will be updated per the parent topic. 

Delete Topic 

  1. Hover over the topics/sub-topics and click .
  2. Select Delete.
  3. If a topic has sub-topics, you can delete the sub-topics as well or move the sub-topics to a different parent topic.
  4. Click Delete.
Info
When a topic is deleted, all solutions present under the topic will be moved to the trash, and the topic will be inactive till all the trashed solutions under the topic are deleted permanently. 
 

    • Related Articles

    • 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 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, ...

    • 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 ...

    • 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 ...

    • Solution Prediction Features

      Solution Assist Solution assist helps technicians suggest solutions in the request acknowledgement email when configured. Go to Setup > Zia > Artificial Intelligence > Predictive Features. Enable Solution Assist. Include the Zia solution suggestion ...