Add Resolution

You can document information on how requests are resolved for future reference. The resolution can be added to the knowledge base to help requesters resolve issues by themselves.

Alternatively, you can associate solutions used to resolve a request. The associated solutions will be listed under Referred Solutions.

To add or associate solutions, navigate to the Resolutions tab in the request details page.

Add Resolution

• Enter the resolution content in the editor box.
  • By default, the content text box is in Rich Text Mode. In this mode, you can add images, embed videos, links, emoticons, and formatting to your text.
  • To add simplistic information, you can switch to Plain Text Mode by clicking on the right corner.
  • Click to apply your personalized formatting to the solutions.
  • You can expand the text editor to full screen by clicking .
• You can modify the request status after adding the resolution. Depending on the status selected, you might have to provide the necessary information.
• Add file attachments to the resolution for increased clarification.
• Record the time spent on developing the resolution as a work log to the request. Enable Add worklog and enter the worklog details as explained here.
• Click Save.

To add the resolution to knowledge base, click Save and Add to Solutions.

1. The New Solution form will be displayed in a pop-up window.
2. Add the necessary details.
3. Click Save or Save and Approve.

Search and Associate Solutions

1. Click Search Solutions.
2. The request subject will be auto-populated as the search term. You can edit the search term if needed.
3. Select the topic to search from. You can also select an approval-based filter to search.
4. Select the relevant solution and click Copy to Resolution.
5. You can modify the request status, add attachments, or add a worklog if needed.
6. Click Save or Save and Add to Solutions.

The associated solution will be displayed under Referred Solutions. Click to detach a solution.