The ticket section "Solution" is shown in the ticket from the very beginning in order to prepare a solution already during processing and has the following standard fields:
•Search knowledge base: Searches the knowledge base using full-text search. An entry can be selected directly from the result list and linked to the ticket. The administrator can optionally hide this function, if not needed.
•Knowledge base entry: The field shows which knowledge base entry is linked to the ticket or allows a direct link. When an entry is linked, the content of the article is automatically copied into the solution field (below any existing text) and can be edited further here. The administrator can optionally hide this function, if not needed.
•Action button "Create Knowledge Base Entry": The function is also available identically as a quick action in the ticket header area. Here, a new entry can be created directly in the knowledge base from the created solution description in order to make it available for further tickets. Text and closing category are transferred automatically.
•Suggested knowledge base entries: List of knowledge base entries that potentially come into question based on the selected ticket category. The "Checkmark" button can be used to link a selected entry directly to the ticket. The administrator can optionally hide this function if not needed.
•Closure category: (mandatory field) For closing a ticket, it may be necessary to adjust the originally selected category again if it turned out not to be applicable. Otherwise, the closing category is already filled with the original category.
•Solution (visible in SSP): (mandatory field) Text field to enter an explicit solution description that will be sent to the customer and will also be visible in the ticket in the SSP.
oSelection of text module for solution description: All text modules stored by the administrator or by the user individually can be selected via the selection field. After selection, the text module is always copied to the top line of the solution text. Depending on the stored language of the person concerned, only text modules are offered that correspond to the language or no language is assigned. The administrator can see all text modules and, if necessary, make them available to all users and ticket types specifically. Individual text modules can be created, adjusted, or deleted at any time using the corresponding function.
•Internal solution description: Optional additional solution field available only for documenting internal solution information that is not to be communicated directly to the customer
