Documentation forSolarWinds Service Desk

Solutions

On your Solutions screen you will find a detailed knowledge base and best practices on how incidents are resolved.  You can attach incidents to any solution to create a relationship, which can be accomplished via the platform and the mobile app. By maintaining this information, you create time-saving solutions that can be used if similar problems arise in the future. 

You can also change the creator of any solution in your SWSD account. This feature is helpful if you want all solutions to be created by one person or you need to change the creator after someone leaves your organization.

You can offer your users quick access to previously successful solutions and services that are shown on your portal home page.

Access Solutions

To access Solutions, go to Service Desk > Solutions.

You can edit and filter this screen and use the icons on the right. 

  • Search allows you to enter keywords such as New, Assigned, Resolved etc. You can limit your search to reflect only problems in those states.
  • Add allows you to create a new problem and/or attach an Incident, Change CI, or other objects.
  • Actions allows you to carry out several actions such as:
    • Mass Update
    • Login History
    • Import (see CSV Imports for instructions)
    • Export via CSV, XML, PDF and file types
  • Help reveals useful information and a tutorial on how to better understand your tasks.

After a solution is in an Approved state, it appears in the Portal Home tab under Useful Articles. 

Solution State

When creating solution articles you can mark their state as Internal, Draft, or Approved

  • Draft articles are only visible to technicians. The Draft state signifies there is still work to be done in finalizing the content of the article.

  • Internal articles are only visible to technicians. The internal state signifies the content has been finalized and the article is okay to be used in production.

  • Approved articles are visible to technicians and end users (through their self-service portal).

Export to PDF

By selecting any solution title, you can:

  • Reveal the Details tab at the bottom

  • Click the Actions button , and then select Export to PDF. When you select Export to PDF you can choose which tab(s) you want to export:

    • Details tab
    • Comments tab
    • Related tab
    • Audits tab

Change a Solution Creator

  1. Navigate to Service Desk > Solutions.

  2. Click the solution for which you want to change the creator.

  3. Hover over the creator field and click the edit pencil icon.

  4. Search or scroll to find the name of the new individual you want to assign as the creator.

  5. Select that individual.

Make a solution visible in your Service Portal and highlight it

  1. Navigate to Service Desk > Solutions.

  2. Click a solution to open it.

  3. Click the tag icon, add service portal as a tag, and click Done to save.

  4. Optionally, you can highlight the solution in your Service Portal:

    1. Select the Details tab.

    2. Hover over Highlighted solution until the Edit (pencil) icon displays.

    3. Click Edit.

    4. Select the check box and select a category. You can also choose to specify a subcategory, site, and department, if appropriate.

Related Topics

Solutions Management

Reports

Solution View Counter and Changing Solution Likes/Dislikes