Solution association

Associating a known solution with a ticket makes the resolution process more efficient. A solution record typically includes the symptom, cause, and resolution instructions for an issue.

You can search the solution catalog to find the best solution for a ticket, and then associate the solution record. If you later identify a new solution, you can document your solution on the ticket. Optionally, you can submit the new solution to your administrator, who might approve it for inclusion in the solution catalog.

You can associate solution information with a record using any of the following methods:



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