Before you begin
- Atlas Flow on your plan (Atlas AVD) and turned on for the tenant
- To search and read published solutions: permission to view Atlas Flow tickets
- To write, edit, publish and archive solutions, and to insert one into a reply: permission to edit Atlas Flow tickets
- To delete a solution: permission to delete Atlas Flow tickets
Step 1: Write a solution
Open the Knowledge tab in Atlas Flow and select New solution. Give it a title that names the problem the way people describe it, write the fix in the Solution box (it supports Markdown: headings, lists, links and code), and optionally choose a category and add tags. Save it as a draft while you work on it, or choose Published when it is ready.
- Drafts and archived solutions are seen only by people who can edit tickets
- Published solutions are seen by everyone who can view Atlas Flow tickets
- A tenant can keep up to 5,000 solutions
Write one from a resolved ticket
Once a ticket is resolved or closed, its Suggested solutions card offers New solution from this ticket. The new solution starts from the ticket's title and category, with the ticket's description as the problem and its latest public reply as the resolution. Edit it before you publish: remove anything specific to that one requester. The solution keeps a link back to the ticket it was written from.
Searching the knowledge base
Type in the search box on the Knowledge tab. Atlas finds solutions whose title or text contains every word you type, matching the last word as you type it, and lists the best matches first. People who can edit tickets can also show drafts, archived solutions, or drafts and published together.
Suggestions on a ticket
A ticket's Suggested solutions card lists up to five published solutions that match words in its title. Solutions in the ticket's category come first among equally good matches. Common words such as "not", "working" or "error" are ignored, so a ticket titled "Printer not working" is matched on "printer".
Insert a solution into a reply
In a ticket's reply box, open Insert solution and choose one of the suggested solutions. Its text is added to your reply, where you can edit it before you send. The ticket's timeline records which solution was used, and each solution counts how many replies it has been used in, so you can see which ones earn their keep.
Archiving and deleting
Set a solution to Archived when it no longer applies, for example after the system it describes is retired. It stops being suggested and found by people who can only view tickets, but stays in the knowledge base for anyone who can edit tickets. Delete a solution to remove it for everyone. The audit log records each solution created, edited and deleted, never its text.