Solutions list view

The list view is a tabular, compact view that groups solutions under various columns. By default, solutions are displayed in the list view.

Role Required: Users with View Solution permission.

 

 

This document lists the various operations that can be performed on the list view:

• Apply Filters
• Add Solutions
• Edit/Delete Solutions
• Perform Approval Actions
• Forward Solutions
• Search Requests
• Column Chooser
• Solution Settings
• List Settings
• List View Indicators

Apply Filters 

Use the filter drop-down to create your own customized page to display solutions based on specific criteria. This helps you sort and view solutions of your priority and requirement.

Filters tabulate All Solutions, by default. You can click the filter name to filter the requests using built-in filters.

 

 

You can also create custom filters as per your requirements using the icon.

1. Specify the Filter Name in the given text field. This is a mandatory field.
2. Specify the filter condition by selecting the Column, Operator, and Criteria. You can add multiple conditions by clicking .
3. You can add nested conditions by drag a condition over the other condition. Nested are denoted with a drop-down icon.
4. Select Mark as public to allow other users to use the filter. By default, the filter will be private.
5. Click Save.

 

 

You can temporarily filter the solutions without saving the criteria by clicking Apply. Unless saved, temporary filters will be dismissed if the page is refreshed.

 

 

Learn more.

Add Solutions 

Create solution articles by clicking New Solution on the toolbar. Click the arrow beside the button to import solutions from XLS, XLSX, or CSV files.

To learn more on raising requests, refer to the links below:

• Add New Solution
• Import Solutions

Explore AI powered solution creation: To generate AI-powered solutions, click the dropdown next to New Solution and select Solution Generator.

Edit/Delete Solutions 

• Click beside a solution to edit or delete it.
• To bulk-delete, select the solutions and click on the toolbar.

 

 

Perform Approval Actions 

• Click beside a solution to approve or reject it.
• To approve or reject solutions in bulk, select the solutions and go to Approval Actions menu on the toolbar.

Learn more.

 

 

Forward Solutions 

1. Click beside a solution and select Forward.
2. Enter the email addresses of the recipients in To and Cc fields.
3. The solution title and content are auto-populated as the subject and description. You can modify them if needed.
4. Add attachments, if any.
5. Click Send.

 

 

Search Solutions 

Click to search through all the displayed columns in the solution list view.

 

 

Column Chooser 

Column chooser helps you customize the information you want to view on the list view page.

1. Click on the toolbar.
2. Select the columns to be displayed
3. Drag the columns using to re-order them.
4. Click Save.

 

 

Solution Settings  

Manage user feedback and solution expiry.

• Enable Rating - Allow users to rate solutions.
• Enable Comments - Allow technicians and users to comment on solutions.
• Solution Expiration - When a solution has reached the review date, you can review and move the solution to any of the following statuses: move to unapproved, mark as expired, or leave the solution unchanged.

 

 

List Settings 

Click to customize the layout of the solution list view.

• Records per page - Limit the number of solutions displayed on a page.
• Column Resizing - Reset the column width size.
• Personalization - Reset the personalization applied.

List View Indicators 

- Approved solutions

- Unapproved solutions

- Rejected solutions

- Public solutions (available for technicians and requesters/selected user groups)

- Private solutions (available only for technicians)

- Attachments