Creating a solution

1. In the Solutions application, click New Solution on the toolbar.

   The system sets the status of the record to DRAFT. The user name of the logged-in user is displayed in the Solution Author field.

2. If the Solution field is empty, enter a value.
3. Enter a description in the field next to the Solution field. To enter additional information, click Long Description .
4. If you want this solution to be available to self-service users, select Self-Service Access?.
   Note: Some solutions might not be appropriate for self-service users to view. For example, these can include solutions that are too complex for customers to perform or that customers are not authorized to perform.
5. Enter further information on the Solution Details tab.
6. Classify the solution. A classification (for example, email issue) helps users narrow the search for an appropriate solution.
   1. Click Detail Menu next to the Classification field and select Classify.

      A hierarchical tree of classification records is displayed. Each record has an identification number and a description.

   2. Expand the branches of the tree to find the classification you want. To select a classification record, click the blue square next to the record.

   The Classification and Class Description fields are filled with the identification number and description of the classification you selected.

7. In the Type field, enter a type (for example, EMAIL) that you can use to group similar types of solutions. Users can filter a list of solutions by type in order to narrow the search for an appropriate solution.
8. If you want to associate this solution with a customer, enter the customer name or use the detail menu to select a customer.
9. If you want to associate this solution with a particular asset or configuration item, add the information in the appropriate field.
10. Describe the solution:
    1. In the Symptom field, describe the customer question or problem.
    2. If appropriate, in the Cause field, describe the one or more causes of the problem.
    3. In the Resolution field, answer the question or explain how to solve the problem.
11. Associate keywords with the solution by selecting keywords from the keywords database. Users can search for solutions based on keywords.
    1. In the Solution Keywords section of the record, click Select Keywords.

       The Select Keywords dialog is displayed. The Select Keywords dialog displays a list of the keywords that are in the keywords database.

    2. Select the check box next to one or more keywords that you want to associate with this solution record.
    3. Click OK.
12. Use the Attachments tab if you want to attach any documents to the solution.
13. Click Save Solution.

To allow other applications and, optionally, self-service users to gain access to the solution record, you must change the status of the solution to ACTIVE.