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

  1. Display the record for which you want to create a solution.
  2. Click the Solution Details tab.
  3. Specify the cause and resolution.
  4. From the Select Action menu, select Create > Solution.


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