How Public and Private Solutions work
ServiceDesk Plus MSP 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.
New to ADSelfService Plus?
Resources
Related Articles
Query to show Solutions and its associated fields
MSSQL: SELECT solution.solutionid "Solution ID" , max(Solution.TITLE) "Solution Title", max(KB_Topics.TOPICNAME) "Solution Topic", max(Solution_Keywords.keyword) "Keywords", max(owner.FIRST_NAME) "Solution Owner", ...
Export solutions
Run this query under Reports->New Query Report and export it to the desired format SELECT solution.solutionid "Solutionid", KB_Topics.TOPICNAME " Topic",Solution.TITLE "Subject ",Solution.DESCRIPTION "Contents",solutioninfo.noofhits ...
Live Chat Doesn't work Outside the server
Issue: Live chat function works on the MSP server i.e. works only when tried on localhost, however does not work outside it. Same will be the case with Bell notification and Request collaboration features. Cause: This happens mostly on HTTPS where ...
Auto suggest solutions to technicians
Use Case When a request is created, solutions can be auto suggested to technicians under Resolution Tab with a bulb icon. Based on the subject keywords the available solutions will be suggested to the technician which will help them narrow down the ...
Query to get solutions account based
PGSQL & MSSQL: SELECT solution.solutionid "Solutionid", KB_Topics.TOPICNAME " Topic",Solution.TITLE "Subject ",Solution.DESCRIPTION "Contents",solutioninfo.noofhits "Views",Creator.FIRST_NAME "Created By",longtodate(SolutionInfo.CREATEDTIME) "Created ...