Share Solution

You can share solutions to limit their accessibility to specific technician groups. Technicians with required permissions can either share solution articles individually or limit the topics/sub-topics to specific technician groups.

Role required: SDAdmin, Technician

Under the Solutions tab, you can share knowledge articles in multiple ways. Refer to the relevant pages linked below to learn more:

• Share solutions while creating solution article
• Share solutions from the list view
• Share solutions from the details page
• Share a topic/sub-topic
• Share all solutions in a topic/sub-topic

Points to remember while sharing solutions:

• Technicians can share a solution only to their own groups.
• Only SDAdmins can share solutions in bulk from the list view page.
• Technician groups are provided access to the complete solution, including topics and sub-topics. They will be unable to access the solution if they have access only to the topics/sub-topics.
• Technicians in a group cannot access shared a solution unless they have access to the solution topic.
• If a topic/sub-topic is shared with specific technician groups, only technicians within the groups can be the topic owner, apart from the SDAdmin.
• Only technician groups with access to the parent topic can be given access to sub-topics.
• If a solution is moved to another topic, its share permissions will be updated per the parent topic.
• Technicians configured to receive notifications under Setup > Automation > Notification Rules will not be notified when an event occurs in a solution if they are not a part of the technician group where the solution is present.