Solution Configurations

Setting

Description

Solution ID prefix*

Set a prefix string for the solution ID. The default prefix value is SOL. You can set up to 5 characters as the solution ID prefix.

Starting Solution ID

By default, solution ID starts from 1. You can reset the initial solution ID to a different value.

Allow Solution Approver to approve their own solutions

Enable users with solution-approval permissions to approve their own solutions.

Show only approved solutions in 'Suggested Solutions' list and 'Resolution' for technicians

Choose whether you want to auto-suggest only approved solutions to technicians while fetching solutions in Requests and Problems module. If this option is not selected, unapproved and solutions pending approval will also be auto-suggested.

Do not show 'Suggested Solutions' on the New or Edit Request page

Avoid suggesting solutions to users based on keywords while raising requests.

Do not allow requesters to add or edit comments for the solution.

Prevent requesters from adding or editing comments for solutions from the Self-Service Portal.

Do not show the Solutions module to Requesters

Prevent requests from accessing the Solutions module in the Self-Service Portal.