Solutions Template View

Template View displays the solution articles as an extensive list. The crucial information such as solution title, status, accessibility, likes, and dislikes are displayed as fixed columns, while further basic information can be viewed under the subject of the request. You can switch to template view by clicking the icon.

Role Required: SDAdmin, Users with View Solutions permission.

Filters

By default, all solutions are displayed on the template view page. You can use the filter drop-down on the page header to view the solutions list based on approval status, periodic review due date, and expiry date.

Create Solutions

Use the New Solution button to create a solution article. Click here to learn more.

Manage Solutions

Click the solution title to preview the solution from the template view. Click to open the solution details page.

You can click beside a solution to perform the following actions:

• Edit a solution article.
• Forward a solution via email.
  • In the To field, enter the email address of the user.
  • You can also add CC and BCC users.
  • The solution title will be populated as the Subject and the solution details will be populated as the Description. You can modify them if needed.
  • Add attachments, if any.
  • Click Send.
• Share a solution with specific technician groups. SDAdmins can bulk-share solutions by selecting them and clicking the Share button on the toolbar. Visit this page to learn more about solution sharing.
• Perform approval-related actions such as submitting solution for approval, approving, or rejecting a solution. Alternatively, you can bulk approve/reject solutions by selecting them and using the Approve Actions drop-down on the toolbar.
• Delete a solution article. To bulk delete, select the solutions and click Delete on the toolbar.

Manage Solutions across Topics

Use the left pane to view the solution articles under each topic and sub-topic. If a topic/sub-topic is shared to specific technician groups, the shared groups will be displayed beside the topic name on top of the template view page.

You move solutions across topics by selecting them and by using the Move button on the toolbar. Select the topic/sub-topic and click Save.

Search through Solutions

You can search through all the columns present in the solution template view.

1. Click on the toolbar.
2. Select the criteria and value.  You can add several criteria by clicking .
3. Click Search.

Customize List View Layout

Column Chooser - The icon on the far left of the toolbar helps you customize additional information displayed below the solution title. You can decide the column order in the Column Chooser menu by using the icon.

Table Settings - Use the   icon on the far right of the toolbar to:

• Decide the number of records displayed per page.
• Sort solution articles based on column criteria.
• Apply ascending or descending order to view the solution articles.