Add New Solution

Create and document resolutions for common issues under relevant topics. You can restrict solution access to specific user groups and support groups.

Role Required: SDAdmin or users with add solutions permission.

Add a New Solution

Go to Solutions, click New. Alternatively, go to Quick Actions > Solution.

In the New Solution form, fill out the fields as described below.

Field	Description
Title	Add a relevant title for the solution.
Content	Enter the resolution. You can include images, embed videos (MP4 or WEBM), add links, emoticons, and apply text formatting.
Attachments	Add additional files by clicking Browse Files or by dragging and dropping the file into the marked area.
Topic	Select the topic under which the solution should be categorized.
Solution owner	Select a solution owner. The solution owner is responsible for reviewing, and maintaining the solution. The solution owner can enable or disable comments and reset ratings for a solution. The Solutions owner field lists technicians based on the selected support group. If no group is selected, technicians are listed based on the support groups associated with the topic. A technician with edit solution permission can be assigned as a solution owner.
Review Date	Choose a date to review and update the solution’s contents, if needed.
Expiry Date	Choose a date after which the solution will be removed from the application’s knowledge base.
Keywords	Provide relevant keywords for the solution to improve search accuracy. Use commas to separate multiple keywords.
Internal Comments	Add internal comments to share guidelines or remarks with technicians.
Share with	You can choose to share the solution with all technicians or restrict access to technicians belonging to specific support groups. Learn more. Note: Support groups: If a topic is shared with specific support groups, only those groups are listed. Otherwise, all support groups are listed.
Publish this solution in Self-Service Portal also	Enable this check box to allow requesters to access the solution. By default, all requesters can view the solution. If user groups are configured, you can restrict visibility to specific user groups. Only approved and public solutions are displayed in the Self-Service Portal. To share a solution to specific user groups, ensure required user groups are created under Admin > User Groups.

Click Save or Save and Approve.

Note:

When a technician creates and assigns a solution to a group they are not part of, that technician will lose access to the solution immediately after it is created. The following error message will be shown.

When the Topic field is changed, the Support Groups and the Solutions Owner fields are automatically reset.
When the Support Groups field is changed, the Solution Owner field is reset.
All changes made to the solution are recorded in the History tab.

Zia Solution Generator

Generate solutions, including title, content, and keywords by using simple prompts. Learn more.

This option is available only when Solution Generator is enabled under Apps & Add-ons > Integrations > ChatGPT/Azure OpenAI.

Notifications

Notification Rules can be configured for expiry/review dates under Admin > Notification Rules > Solution.

Solution Facts

When a solution approaches the review date, the technician(Solution owner) assigned will be notified, based on the Notify Solution owner(s) n days before the solution Review date configured in the notification rules.
Solutions created without expiry date will never expire.
Solution owner reviews a solution article and can extend the review date or mark it as expired.
Solution owners can change/modify the review/expiry date.
Expired solutions will not be shown under the Resolution tab of a request and in Projects module.