Ability to Add Solution to Templates / Scheduler Items

  • 8 July 2019
  • 1 reply

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.

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1 reply

Userlevel 4
Badge +5

Hi Deborah,

Currently, we don't have an option to include Solution articles automatically into the tickets that are created by scheduler or ticket templates. However, if you have already configured the solution articles into the helpdesk and have also setup a Scheduler to create recurring tickets, as a workaround, you can try including the Solution articles link into the description of the ticket. 

So when the ticket has been created and assigned to the agent, they would be able to have the solution article link on the ticket which can be either sent to the requester or used as the internal documentation.

Please let me know if this works