Overview

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Problem Solution articles contains a problem and a solution to resolve the issue.  

Critical Concepts

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• Problem Solution articles have 2 main sections:  
  
  • Problem - Concise description of the problem symptoms and where it occurs (what application/tool)
    
    • Subsection Cause - description of what triggers the problem / why it occurs
  • Solution - instructions or brief description of solution to the problem

Steps to Take

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1. Select Problem Solution template to setup article structure
   
   • Make sure to select Knowledge Type: Solution
2. This will divide the page into 2 main sections with the following headings (using Heading 2 (h2)):
   
   • Problem 
   • Solution
3. In Problem section, enter a concise description of the process, consider the following questions:
   
   • What are the symptoms of the problem?
   • What is the error message?
   • On what app or tool does problem occur?
4. Do we know what causes this problem?
   
   1. If so, enter description of what triggers error / why it occurs
   2. If not, delete Cause subsection
5. In Solution section, enter solution to resolve problem
   
   • Use step-by-steps instructions if multiple step process
   • Use brief description if simple, minimal steps

 Problem Solution Article: 

• "Script in Progress" Error on Payroll Personnel System (PPS)
• Mainframe - Logged in to Another Terminal Error