Open the Details page of the issue
you want to make into a solution.
On the Details
page of the Issue, click Add
to KB. If you do not have the Add
to KB option, you do not have permission to create Solutions.
If:
the Issue is already Closed, the Create
Solution form is displayed.
The form is pre-filled with data, including the latest Description for
the Issue. Contact information from the originating Issue is not
included.
if the Issue is still Active (i.e., Open or another active status),
you are prompted to close the Issue. If Yes
is selected, a Description
field is displayed for adding any additional comments or a resolution
before closing the Issue. After clicking Save,
the Solution form is displayed, pre-filled with the public information
from the Issue, including the latest comments added.
Knowledge
Base—Select
the Knowledge Base to which to add the Solution. The Public Knowledge
Base is viewable by customers and Agents. The
Internal Knowledge Base is only viewable by Agents.
Link
to Issue—If
this is checked, the Solution is linked to the original Issue. This
link is only viewable to internal FootPrints
users (not to customers).
Title—This is pre-filled
with the Title of the Issue. The
Title can be used for a summary or brief description of the Solution or
a question (e.g., “How do I…?”). You
may want to re-word the Title to better summarize the Solution; this does
not affect the originating Issue.
Note
The Title
field may have a different name (e.g., Subject,
Short
Description, etc.)
Issue
Information—Use
the fields in the Issue
Information section to categorize the Solution by problem type,
product, etc. These fields are pre-filled with the information from the
Issue and vary depending on your configuration.
Description—The entire
Description history of the Issue is pre-filled in the Description
field. You may want to re-organize and format this information to create
a step-by-step Solution. If
you do re-organize and format the information, it does not affect the
originating Issue. Use
the formatting options (bullets, numbered lists, font options, etc.) to
display the Solution in the clearest possible manner.
Note
The Description
field may have a different name (Notes,
Journal,
Details,
etc.)
Use the Spellcheck option
to review the spelling of your Solution. Because
the Solution is viewable to many users, it is important for the language
to be as clear as possible.
Attachments—Check the box
to include the attachments from the Issue with the Solution. You
can also add new attachments. For
example, you can attach a patch, an image file containing a screenshot,
or a PDF file containing a product brochure.
Optionally CC one
or more people. They receive a one-time email containing the Solution.
By default,
the assignees and contact for the originating Issue are pre-filled in
the CC field. They
can be removed and/or other CCs can be added.
Click GO.
If an approval is
required, the Solution goes into the Pending
queue and the approvers are notified.