Search Solutions application

The solutions library stores predefined solutions that you can use to resolve an issue related to a service, problem, or incident in your work environment. You use the Search Solutions application to search the library for a solution that you can use to resolve an issue yourself, or that you can associate with a ticket so that the ticket owner or requestor can use the solution. Tickets are considered to be Service Requests, Problems, and Incidents.

Solutions appear as a list of commonly asked questions or common problems and their solutions. Users typically search for potential solutions before submitting a service request.

You can select and view details of any solution and its related attachments, such as documents or Web pages.

After viewing a solution, you either can indicate that the solution helped you, or create a service request, or search again.

To create a draft solution that can be approved and then added to the solutions library, use the Solutions application.



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