Creating draft solutions for problems and incidents
If no solution records are applicable to the ticket, you
can create and submit a draft solution for the issue. Your service
desk administrator can approve the draft for general use and can make
it available to self-service users.
Procedure
Display the record for which you want to create
a solution.
Click the Solution Details tab.
Specify the cause and resolution.
From the Select Action menu, select Create > Solution.