Creating solutions

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

  1. In the Solutions application, click the New Solution icon on the toolbar.
  2. Specify the details of the solution.
  3. To allow self-service users to access the solution record, select the Self-Service Access check box.
  4. Save the solution record.
  5. To allow other applications to access the solution record, from the Select Action menu, select Change Status, and set the status to active.


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