Associating solutions with tickets

A solution record contains information for resolving an incident or a problem. Solution records can contain information on the symptom, cause, and resolution related to an issue. Finding and attaching existing solution information to an incident can help you resolve issues efficiently.

There are several ways to add solution information to a ticket. In each case, begin with the ticket open in the Incidents or Problems application.
Search with the Search Solutions button
You can search the solution catalog either based on information already on the record or based on no information on the record. To do so, use the Search Solutions Search Solutions icon button to open the Search Solutions dialog box.
Select from the Select Value list
Open the Solution Details tab. In the Solution field, click the detail menu Detail menu icon and then click Select Value . In the Select Value dialog box, click a solution identifier to copy the solution information to the record. The symptom, cause, and resolution information is copied to your ticket. You can edit this data in the ticket as needed without affecting the solution record.
Search by Classification
Open the Solution Details tab. In the Solution field, click the detail menu Detail menu icon and then click Classification. Use the Classification Search dialog to look for the type of solution you need.
Select from the Solutions application
Open the Solution Details tab. In the Solution field, click the detail menu Detail menu icon and then click Go to Solutions to open the Solutions application. You can search in the Solutions application and return with value to copy the symptom, cause, and resolution information from the selected solution into your ticket. You can edit this data in the ticket as needed without affecting the solution record.

If you do not see an appropriate solution, you can create solution information and enter it into your ticket. Optionally, you can submit the solution to your administrator, who may approve it for general use.



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