Problem Solutions

Solutions for a problem can be given as workaround or resolution in ServiceDesk Plus Cloud. Workarounds are quick fixes used by technicians until the actual solution is ready. Resolutions are permanent fixes to problems raised.

To Add Workaround and Resolution

  1. Go to Problems and open a problem for which you plan to add a workaround or a resolution.

  2. Navigate to Solution.

  3. Click  and enter the solution in the text area.

 

 

  1. You can also add an existing solution from the solutions database by clicking Search Solutions. Select a solution from the list and click Copy to Workaround.

 

 

Note: If a workaround or resolution is added from Solutions, the referred solution with reference link is added below the workaround or resolution section. To remove the reference link, click . However, the content in the description will be retained.

 

 

  1. To add attachments, click the attach file icon, select a file, add comments and click Attach. The maximum size of the attachment is 10MB.

  2. To add files from Cloud, click the down arrow icon in the attachment section.

  3. Click Save or Save and Add To Solutions to copy the solution to Solutions.

  4. Fill out the necessary details in the New Solutions form and click Save.

 

 

9. Follow the steps mentioned above to add resolutions for a problem.