, and tap Solutions.You can access your help desk knowledge base and search for solutions to resolve requests. To access your knowledge base, go to Menu , and tap Solutions.
The solution list view displays all solutions based on the chosen filter. Each solution in the list view is displayed as a card. The solution card shows solution ID, solution title, solution visibility, topic name, and approval status.
To filter out solutions in the list view,
Tap the filter drop-down on the top-left.
Choose your preferred filter: All solutions, Approved solutions, Approval pending solutions, Unapproved solutions, or Rejected solutions.
You can search for solutions based on Created by, Last updated by, ID, Title, and Topic Name fields in solution.
To search for solutions,
Tap Search
on the top-right
Set the search filter by tapping Filter
and choose your preferred field.
Use a relevant search term in the search box to fetch results.
To view details of a solution, tap the solution card. The solution details screen has two sections, namely header and body. The header section displays solution ID, solution title, topic name, approval status, visibility, created on, created by, number of views, likes, dislikes, and comments.
You can also view/upload attachments to solutions by tapping Attachments
. The icon always appears with a badge showing the number of attachments.
Editing or creating a new solution is not supported in the mobile app. However, you can add attachments to any solution. To do this, go to Attachments
, tap Add attachments
, and choose your preferred upload type viz. File, Image, or Camera.
.
.
You can add feedback and view comments added by other users about the solution article from the solution details view.
Comments
To add comments,
Go to solutions details view.
Tap the 
icon at the bottom of the screen. You will be directed to the All comments view.
Click the 
icon at the bottom of the screen.
Enter your comment in the text box.
Enable Show to requester if needed. This option is available only for technicians.
Tap Done.
Manage Comments
Edit/Delete Comments - Tap on the 
or 
icon to edit or delete your comment.
Filter Comments - Tap filter drop-down on the top of the comments list and choose All comments or Private comments.
Sort Comments - Tap 
icon on the top-right of the screen to sort the comments.
Like/Dislike Solutions
Users can express their opinion about the solution by using the like/dislike icon on the solution details view.
