View Solution Details

To view solution details:

1. In the View Solutions table window, click the underlined record ID to view details of the solution.

   The solution details are described in the Symptom, Cause, and Resolution fields.

   You can also assess how useful the solution has been to other users by viewing data in the following fields:

   Number of Hits

   The number of times users have viewed this solution. This number is incremented each time a user views the solution through the Solutions or Search Solutions applications. It is not incremented when a user views the solution through the Incidents, Problems, or Service Requests applications.

   Last View Date

   The last time a user viewed this solution

   Average Rating

   The average rating that users have assigned to this solution. Users can rate a solution as Excellent, Very Good, Good, Fair, or Average.

   Number of Times Applied

   The number of times that users have used this solution to try to resolve an issue.

   User Comments History

   Comments from other users are listed in the User Comments History section near the bottom of the record. Click Maximize View on the User Comments History table heading bar if necessary to expand this section.

   Solution Author

   The login ID of the user who created this solution record.

   Expiration Date

   A date after which the solution record is no longer available.

2. Optionally rate the solution by selecting a rating from the Please Rate the Solution dropdown menu. You can also enter comments in the comments field below the rating. Your rating is averaged with the rating of other users to update the value in the Average Rating field.
3. You can also view other solutions that are related to current one.
4. After viewing a solution, you have several options. Click one of the following buttons next to the text, Did this solution help you resolve your issue?
   • Yes — The solution gave you the information you needed. The system closes the Search Solutions application.
   • No - Create a Service Request — You were not able to find a solution to your issue. The system creates a new service request and displays it in the Create Service Request application. When you click this button, the list of solutions that you have viewed is attached to the Service Request. This helps administrators to evaluate the effectiveness of solutions.
   • No - Return to Solution Search — This solution did not give you the information you needed but you would like to search again. The Search Solutions page is displayed again.
   • Alternatively, you can use the Service Request Manager Search to find solutions.