Solutions

Before an Incident, Problem or Change Request can be closed, the Operator must add appropriate resolution comments. To assist in this process, the NetSupport ServiceDesk database holds a list of pre-defined solutions, which can be created up-front by an Administrator/ServiceDesk Operator or defined when the item is being closed.

To access the various options in this category, select the Home tab. In the Solutions section, there are three choices:

New Solution

Enables you to define new solutions.

From the drop-down list, select the solution type. The available choices are based on those defined in the Admin - Categories option, so you could define a solution for every potential problem.

Solutions need to be published, so they can be viewed by 'normal' users. (Users need to be granted appropriate permissions in order to publish solutions).

Supporting comments can also be included but Operators can add specific details at the point when they close an item.

If required, you can attach an external file to the solution. For example, a document containing pertinent technical advice for the end user. When the solution is added to the item, the associated file is also displayed. Click Add Files and browse for the file to upload.

Click Save when the information is complete.

Search

Enables you to search the database for existing solutions.

Enter the required search criteria and click Search. A list of matching items will be displayed.

View All

Lists all solutions stored in the database. Click in any of the fields to select a specific solution to view or edit. If a required solution is not defined, click New Solution on the toolbar.

See also:

Closing items