About Solutions

The primary component of the Knowledge Base is a Solution. Some of the properties of a BMC FootPrints Service Core Solution are:

Workspace-based—Solutions are records which reside in the Workspace database but which have special attributes (detailed below).
Public or Internal—A Solution can be categorized as a Public Solution, accessible to both customers and Agents, or Internal, accessible only to Agents.
Can be Categorized—Solutions can be categorized using the Workspace fields for the particular Workspace. These categories can be used to make FAQ (Frequently Asked Questions) lists that group Solutions.
Generic—Solutions contain no contact (Address Book) information.
File Attachments—Solutions can contain file attachments, enabling the Agent/administrator to make patches or other documents available to users.
Can be Approved—Agents can be required to receive approval before a Solution is published to the Knowledge Base or can be restricted from creating Solutions at all.

There are two ways to make a Solution:

From Scratch —Solutions can be made from scratch by Agents as long as the user has permissions to do so.
From an Existing Issue—When an Agent closes an Issue, a Solution can be added to the Knowledge Base with some of the information from that Issue. The original Issue remains intact; the Solution receives a new reference number.

In addition to creating solutions from scratch or from resolved Issues, Solutions can be imported into the Knowledge Base.

Refer to Importing Issue Data for more information.