Add Solution

You can create solutions to tackle frequently raised incidents and track them from the Solutions tab.

Role Required: SDAdmin, Technicians with Add Solutions permission

The solutions can also be added to the Self-Service Portal to help end users troubleshoot.

On the Solutions tab, click New Solution.
Alternatively, you can go to Quick Actions on the application header and under Add heading, select Solution.

In the New Solution form, fill out the displayed fields. Use the following points for reference.

Field	Description
Select Template	Choose the solution template to be used. You can create solution templates under Setup > Templates & Forms > Solution Templates.
Title *	Add a relevant title for the solution.
Content *	Describe how the solution is applied. 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 of the Content text box. Click to apply your personalized formatting to the solutions. You can expand the text editor to full screen by clicking . You can upload a maximum of 10 videos, each less than 10 MB.
Topic Name *	Select the topic under which the solution must be categorized.
Review Date	Choose the date to review the solution and update the contents if needed.
Expiry Date	Choose an expiry date by which the solution must be removed from the application knowledge base.
Keywords	Add keywords to enable ServiceDesk Plus Cloud identify and suggest articles to users. Use commas to separate multiple keywords.
Internal Comments	Add internal comments to communicate guidelines or remarks to the technicians.
Attachments	Add any additional files to support the solution by clicking . You can also drag the file to the marked area.
Share to	Select technician / user groups who can access the solution.
Publish this solution in Self-Service Portal also	Enable this check box to allow requesters to access the solution. By default, the solution is visible to all requesters. If you have configured user groups, you can restrict solution visibility to specific user groups from the * combo-box. Only approved solutions will be listed in the Self-Service Portal.

* mandatory fields

Apart from the fields mentioned above, the SDAdmin might have set up additional fields customized to the template.

After adding the solution details, click Add or Save And Approve.

Review Date and Expiry Date fields will be applicable in the New Solution form only if the fields are configured in the solution template.

SDAdmins can configure notifications to be sent when a solution is created. Learn more.

Save Solution as Drafts

Save solutions as drafts while making edits, and keep them unpublished until they’re ready for approval.

Note: Solutions must be approved at least once to save them in drafts.

You can edit, approve, reject, and submit draft solutions for approval from the Draft section in the right pane of the solutions details page.

Publishing Solutions

Once a solution is approved, you can publish it to make the latest version live by using the Publish option.

Solution Versions

You can create and manage multiple versions of a solution as you update it, ensuring it stays relevant over time. Solution versions are automatically created whenever a solution is edited and approved.

You can check the solution versions under the Versions tab on the solutions details page.

Note: Solution versioning can be enabled under Setup > Customization > Solution Management.

You can restore a previous version by clicking on the settings icon and selecting Restore. For restoration, there are three options:

Edit before restoring: Use this to edit solutions before restoring them.

Restore, but keep it unapproved: Use this to restore solutions but keep them unapproved.

Restore and approve: Use this to restore and approve solutions simultaneously.