Create a solution

You can associate an incident or a problem with a known solution on the Solution Details tab. If no existing solution records are appropriate, you can create and submit a draft solution. An administrator can approve the solution for general use.

1. Display the ticket for which you want to create a solution.
2. Click the Solution Details tab.
3. Enter descriptive information in the Symptom, Cause, and Resolution fields. You can enter information in any or all fields.
4. If you want this solution to be available to self-service users, check the Self-Service Access? check box. Some solutions might not be appropriate for self-service users to view. For example, these can include solutions that are too complex for these users to perform or that the users are not authorized to perform.
5. Select the Create > Solution action.