You can create solutions in the Solutions application and
can also create draft solutions in the Incidents application or the
Problems application.
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.
Classifying records
You can apply a classification to a record to structure
it into an organized hierarchy. You can use classifications and attributes
to locate records, and help to ensure that records are not duplicated
unintentionally.
Duplicating solutions
The quickest way to create a solution is to duplicate an existing one, and then modify it as needed. When you duplicate a solution record, all information is copied except the value in the Solution field.