Searching for solutions

When you experience an issue that is related to a service, problem, or incident in your work environment, you can search the solution library for a predefined solution that might resolve the issue. After you retrieve a corresponding solution, you can either resolve the issue yourself or associate the solution with a ticket so that the ticket owner or requestor can use the solution. Tickets are considered to be Service Requests, Problems, and Incidents.

Procedure

  1. If a Self-Service application, click Search Solutions.
  2. Specify a value in one or more of the fields in the Search Solutions section.
  3. Click Find. The search results appear in the View Solutions table window.
  4. Optional: To clear values from all fields, click Reset and start again.
  5. To use advanced search techniques, click Advanced Search and use the help in the dialog box that appears to complete the search.


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