Working with Solutions | Top Previous Next

As described in the Workflow Management chapter of this Guide, you should already have set up the Solutions workflow. Agents are usually granted a read only access to the KB Focus or Agents can be added to Solution Authors group and can utilize it freely to create Draft Solutions and link published Solutions to Tickets. The more Agents use KB to diagnose, troubleshoot and resolve Tickets, the more effective the KB becomes. Agents can also use Attach File button in order to create file Attachments to the Solutions. This is useful when Solution contains a reference to the Guide or a Manual or an image explaining how to resolve a problem. While working with the Ticket in edit mode, Agents can type in the problem text into the Solution Reference field on the Ticket Form and click the binoculars button. This will produce a quick search inside the similar problems already recorded in KB. If none can be found, an Agent can click on the Solution field label and transfer to this Form inside the KB Focus. Here, Agent can perform more detailed searches and once the Solution is found or a new one is created it can be linked to the Ticket. If creating a new Draft Solution, an Agent should return to the Ticket when the Solution is approved and published and link it to the Ticket. Solutions are tracked in Audit. Agents can also quickly see how many times the Solution was used in Tickets.