How Public and Private solutions work?
ServiceDesk Plus allows you to publish knowledge base solutions as either public (available for all requesters and technicians) or private (accessible only by technicians).
To make a solution public, while adding/editing the solution select the checkbox "Publish this solution in Self-Service Portal also". This will make the solution available to the requesters also. If you do not wish the requester to view any of the solutions, then just leave this check box disabled.
This feature has been implemented as per the industry standards where some of the solutions entered would not be relevant to the requester and hence can be made as private articles.
Also, if there are any repeated support requests for which the resolution is already known, then this can be entered as a public solution in the knowledge base, as it will allow the requesters to resolve the issue themselves and thus help in reducing your support load.
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Script to mark all private notes as public
Use case: Once a request is resolved all the private notes should be made public (requester shall view). Prerequisites: 1. Python Installation Steps : https://pitstop.manageengine.com/portal/kb/articles/how-to-setup-python-on-the-server ...
How to access Solutions without logging into ServiceDesk Plus
Users can check out solutions without having to log into the ServiceDesk application. This option can be enabled from the self-service portal settings under Admin -> Self-service portal settings -> Allow Non-login users to view solutions Now ...
Last work log added
This report is used to get the latest worklog added in the request. To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT wo.WORKORDERID ...
Pinned Solutions in dashboard.
Use Case: Frequently used solutions needs to be listed in the dashboard for ease of use. Execution Steps: 1. Move the attached HTML file to the server. 2. Dashboard > Create new widget > New External Widget > File > Browse - the file > Save the ...
List of mail fetching issues and solutions
Scenario 1 : Mail fetching issue due to Invalid or No PKIX certificate . Log traces for Mail Fetching issues Exception when connecting to store.|javax.mail.MessagingException: sun.security.validator.ValidatorException: PKIX path building failed: ...