About Solutions

Solutions are text templates you create for closing issues. They allow you to pre-define appropriate answers, steps, or statements that address common questions, issues, and requests.

While your Agents may still change or add information once they select a Solution, its base template helps ensure the same kind of issue—no matter which Agent works it—will generally receive the same or similar resolution.

All users can view Solution-related data in issues and reports, but only users with Can Close issues permissions can select a Solution on an issue.


 

Activating Solutions

Steps:

  1. Click the gear icon in the upper right > click on Optional Fields beneath System.
  2. Select Issue Solutions under the Table-Driven section.
  3. Click Update.

A confirmation message will appear and the Solutions menu option will appear in the Settings Lightbox when the update is complete.


 

Adding Solutions

Only users with Sys Admin or Can access and maintain Administration functions permissions can add, edit or delete Solutions within your system.

Steps:

  1. Click the gear icon in the upper right > click on Solution beneath Issues > click Add on the right context menu.
  2. Enter an ID that helps permitted users determine when to select this Solution on an issue. (This ID is for selection purposes only and will not be displayed once the issue is closed.)
  3. Enter the text to be posted on an issue when users select this Solution.
  4. (Optional) Define the Display Order (e.g. 3 = third place) for this Solution within related lists and drop-downs.
  5. Click Save.

A confirmation message will display when the save is complete.


 

Editing Solutions

Steps:

  1. Click the gear icon in the upper right > click on Solution beneath Issues.
  2. Click edit next to the Solution you are modifying.
  3. Make your changes on the Edit Solution screen.
  4. Click Update.

A confirmation message will display when the update is complete.


 

Deleting Solutions

Steps:

  1. Click the gear icon in the upper right > click on Solution beneath Issues.
  2. Click del next to the Solution you are deleting.
  3. Click OK when prompted to confirm.

A confirmation message will appear when the deletion is complete.


 

Deactivating Solutions

Steps:
  1. Click the gear icon in the upper right > click on Optional Fields beneath System.
  2. Deselect Issue Solutions under the Table-Driven section.
  3. Click Update.

A confirmation message will appear when this process is complete.