You use the Solutions application to create solution records. Typically, a solution answers a common question or solves a common problem. Solution records are available to service desk users who are trying to resolve tickets or find answers to questions.
Procedure
- In the Solutions application, click the New Solution icon on the toolbar.
- Specify the details of the solution.
- To allow self-service users to access the solution record, select the Self-Service Access check box.
- Save the solution record.
- To allow other applications to access the solution record, from the Select Action menu, select Change Status, and set the status to active.