Creating and managing solutions

A solution is a knowledge article that you can create to help other users requiring similar information. For example, your organization bought a new printer. To enable employees to use the printer, you can create a solution with information on how to use the printer. You can use the Topic feature to categorize solutions. In this case, you can create a Topic called Hardware, and within it a topic called Printers.

You can maintain the troubleshooting, how-to, and other information that is commonly required by users as solutions. Users can search for these solutions and topics from the global search, Ticket and Assignment forms, and Self Service. System administrator can grant you the required permissions to create and manage solutions. Track-It! provides 10 out-of-the-box topics. Based on your requirements, you can create additional topics. You can also create a solution from the Ticket form. For more information see, Creating and linking tickets to solution.

The Solution module helps you to:

  • Provide easy access to handy information
  • Faster resolution times
  • Improves self-service capabilities

The following topics are provided:

Key features

  • Segregate solutions based on topics.
    For example, you can segregate solutions under topics such as hardware, software, configuring applications, or troubleshooting.
  • Have multiple solutions under a topic or have child topics to form a solution tree.
  • Copy an existing solution and modify details to create a new solution.
  • Choose whether or not to display a solution in Self Service.
  • Delete or mark a solution as inactive.
  • View the rating and feedback provided by the requestors.
  • View the number of issues that are linked to a solution.

Creating a new topic

  1. On the header bar, expand the hamburger menu  and click Solutions.
  2. From the ADD menu, select New Topic.
  3. In the Create Topic dialog box, perform the following actions:
    1. In the Name field, enter an appropriate topic name.
    2. (Optional) To configure the new topic as a child topic, from the Parent list, select an appropriate topic.
    3. In the Topic Description field, enter an appropriate description for the topic.
    4. Click Save.
  4. (Optional) To edit a topic, from the Topic tree, select the topic and click Edit .
  5. (Optional) To delete a topic, from the Topic tree, select the topic and click Delete .

Creating a new solution

  1. On the header bar, expand the hamburger menu  and click Solutions.
  2. From the ADD menu, select New Solution.
  3. On the New Solution tab, from the Topic list, select a topic for the new solution.
  4. Enter the description for the solution in the Summary field.
  5. (Optional) If you do not want to display the new solution in Self Service, select the Do not display in Self Service check box.
  6. (Optional) To mark the solution as inactive, select the Mark as Inactive check box. 
  7. In the Solution Text field, enter the detailed information about the solution.
  8. (Optional) On the Attachments tab, click New to add an attachment to a solution.
  9. Click Save.
  10. (Optional) To edit a solution, from the Topic tree, select the solution and click Edit .
  11. (Optional) To delete a topic, from the Topic tree, select the solution and click Delete .

Inserting images in a solution

Based on the browser that you are using, you can insert or paste images to a solution:

BrowserDetails
  • Mozilla Firefox
  • You can copy an image from a website and use the Image option from the context menu to paste it. This pastes the image as a web image and retains the URL of the image from the parent site. You can view the source URL in the image properties.
  • You can copy an image from Windows Explorer and paste it directly in the rich text editor.
  • You cannot copy an image from an image editor such as Microsoft Paint and paste it in the rich text editor.
  • Google Chrome
  • Microsoft Edge
  • You can copy an image from a website and use the Image option from the context menu and paste it. This pastes the image as a web image and retains the URL of the image from the parent site. You can view the source URL in the image properties.
  • You cannot copy an image from Windows Explorer and paste it directly in the rich text editor.
  • You cannot copy an image from an image editor such as Microsoft Paint and paste it in the rich text editor.
  • Microsoft Internet Explorer 11.0
  • You can copy an image from a site and use the Image option from the context menu and paste it. This pastes the image as a web image and retains the URL of the image from the parent site. You can view the source URL in the image properties.
  • You cannot copy an image from Windows Explorer and paste it directly in the rich text editor.
  • You can open an image from an image editor such as Microsoft Paint, copy it to a clipboard, and paste it in the rich text editor.

Related topics

Creating and managing tickets

Creating and managing assignments

Designing and generating reports

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