Search for a Solution

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.

There are other ways to search for a solution. For more assistance, see the Incidents or Problems application help.

To search for a solution with the Search Solutions dialog box:

  1. In the Incidents or Problems application, display the record for which you want to search for a solution.

  2. In the toolbar, click Search Solutions to display the Search Solutions dialog box.

  3. If there is information in the record's Classification and Classification Description fields, it is entered in those fields of the dialog box. The system uses the classification and description to search solution descriptions, symptoms, causes, and resolutions in the solution catalog. For more information about the solution catalog, see the Solutions application Help.

  4. You can change or clear the contents of the classification fields by clicking Detail Menu and choosing an option. If you change or clear the contents, click Find to search the solution catalog again. To clear the fields and display all active solutions, click Reset.

  5. 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.

    If there is no appropriate solution listed, you can click Cancel and create solution information on the Solution Details tab of the record. For more information on creating solution information, see the Incidents or Problems application help.

  6. After selecting or creating a solution, change the status of the record if applicable.

View more information about an applied solution on the Solution Details tab. You can edit this data as needed without affecting the solution record.