Searching for solutions

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

1. Display the record for which you want to search for a solution.
2. In the toolbar, click Search Solutions .
3. Information in the Classification and Class Description fields of the record, if any, is displayed in same fields of the dialog box. The system uses the classification and description to search solution descriptions, symptoms, causes, and resolutions in the solution catalog. You can change or clear the contents of the classification fields by clicking the detail menu and choosing an option. If you change or clear the contents, click Find to search the solution catalog again.
4. In the View Solutions table window of the Search Solutions dialog box, the system displays potential solutions with their descriptions, types, and classifications. If there is an appropriate solution, select it and click Use Solution. The system copies the solution information to the record and displays a confirmation message. You can view the applied solution on the Solution Details tab of the record.
5. If there is no appropriate solution listed, click Cancel. You can enter solution information on the Solution Details tab of the record.
6. After selecting or creating a solution, change the status of the record if applicable.