Templates (or ability to add/change fields) in solutions
As we've used the service desk system over time, our solutions database is all over the place as far as formatting, etc. It would be nice to have a template or something that's in place to give a guideline of how to format the solutions for consistency.
Such as
Summary
Symptoms
Causes
Corrective actions
Versions affected
Other Information / Links
If we could just have the ability to format the default "contents" space with this information, or the ability to add individual fields, we could actually understand at a glance what the solution is all about.
If they were custom fields, you could add the ability to format the "browse / summary" screen of the solutions as well.