A solution record contains information on resolving an
incident or a problem. Finding and attaching existing solution information
to an incident or problem can help you resolve issues efficiently.
Solution records can contain information on the symptom, the cause,
and the resolution.
Procedure
- In the Incidents application or in the Problems application,
display the record for which you want to search for a solution.
- In the toolbar, click Search Solutions.
If there is information in the Classification field,
and in the Classification Description fields,
the data displays. The classification and description are used to
search for solution descriptions, symptoms, causes, and resolutions
in the solution catalog.
- You can change or clear the contents of the classification
fields by clicking Detail Menu and choosing
an option. If you change or clear the contents, click Find to
search the solution catalog again.
- To clear the fields and display all active solutions, click Reset.
- In the View Solutions table window
of the Search Solutions window, potential solutions
with their descriptions, types, and classifications display. If there
is an appropriate solution, select it and click Use Solution.
The solution information is copied to the record, and a confirmation
message displays.
- You can view the applied solution on the Solution
Details tab of the record. If there is no appropriate
solution listed, click Cancel, and create solution
information on the Solution Details tab.
- After selecting or creating a solution, change the status
of the record, if applicable.