By default, solutions contain many of the same fields
found in Issues, including Title,
Description,
and Issue
Information (workspace) fields. Some
other fields that are never included in solutions, including Contact
Information, Time
Tracking, and Assignment,
as they do not apply to solutions.
There may be some workspace fields that also do not apply
to solutions, such as Follow-up
Date. You can exclude these fields from appearing in solutions,
both on the Create
Solution screen and in the Details of a solution.
Additionally, some fields that appear in solutions may not be appropriate for issues. You can include fields in solutions and exclude them from issues.
To exclude some workspace fields from solutions:
Select Administration
| Workspace | Knowledge Base from the FootPrints
Toolbar.
Highlight the fields to be excluded from solutions in the Select fields to be hidden in Solutions list in the Field Availability section. To highlight multiple fields, hold down
the CTRL
key.
Enter your password
and click Save .
Solutions in the Knowledge Base no longer contain the
fields excluded.
To exclude some workspace fields from issues:
Select Administration
| Workspace | Knowledge Base from the FootPrints
Toolbar.
Highlight the fields to be excluded from solutions in the Select fields to appear in Solutions list in the Field Availability section. To highlight multiple fields, hold down
the CTRL
key.
Enter your password
and click Save.
Issues in the Knowledge Base no longer contain the
fields excluded.
Notes and Restrictions
Excluded fields are
excluded from both Internal and Public Solutions.
Workspace fields that
are part of a dynamic dependency group or that normally appear in a pop-up
dependency window cannot be excluded.
Public fields that
are excluded are no longer visible to Customers when they view Public
Solutions or to Agents when creating and viewing Public Solutions.
Internal fields that
are excluded do not appear for Agents when creating and viewing both Internal
and Public Solutions (internal fields are never visible to customers).
Existing Solutions
that contain data for the excluded fields no longer display the data.