We've seen the importance of Knowledge Management and the management of a knowledge base in Chapter 5, Service Desk – Where the Value is Realized. The approved and published solutions can be accessed by all without even logging into ServiceDesk Plus by using the following link:
http://<server name>:<port number>/sd/SolutionsHome.sd
To redirect the URL to the relevant page you need to enter the
<server name> (for example,
localhost), and the port ServiceDesk Plus is running on (for example,
8080). You can also navigate to the Solutions tab if you're already logged in.
To view the solutions which are still to be sent for approval (unapproved), or the solutions which have been sent but are pending approval, or the rejected solutions, we can use the Filter Showing dropdown in the Solutions block, as shown in the following screenshot: