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ManageEngine SupportCenter Plus gives a provision for the customer support personnel to add resolutions for all the requests that have been posted. These resolutions can be directly converted to knowledge base articles that are grouped under the solutions head. If your help desk team has already added such knowledge base articles to the solutions section, then you can search for solutions, specific to your problem and fix it. Thus, the solutions module serves as a knowledge base to find solutions for known problems using the keyword-based search.
You can rate and comment on the solution, if the administrator have enabled the solution settings under Admin module. Your comments will be sent for approval and once the comments are approved, you will be able to view it under Comments tab. You can also view the public comments added by the Support Rep.
You can access the solutions even without logging in to the application, but will be able to view only those solutions that are published in the Self Service Portal. To access the knowledge base directly without having to login to the application, type the URL provided below in the address bar of the browser:
http://<server name>:<port number>/sd/SolutionsHome.sd
(OR)
http://<server name>:<port number>/portal
where,
<server name> is the name of the server where SupportCenter Plus is installed and
<port number> is the port where the application is running.
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