There are instances where our supervisor may need to create a recurring ticket or an item where technicians need instructions that are entered into Solutions. Currently, the only way to add a solution to a ticket is to use the "Reply" feature and Add a Solution / Canned Response.
If the supervisor is creating a ticket for a tech and wants to attach a Solution (viewable to Techs only) to the request, there is currently no option other than to use the "Attachments" button.
We imported all of our internal documentation into Solutions with the idea that we may be able to use them in this way, rather than keeping them offsite and "attach" them to a ticket.
