Associating solutions with tickets

A solution record contains information about the symptoms, causes, and resolution of an issue. Associating solutions with tickets can help to resolve issues efficiently. If an appropriate solution does not exist, you can create a draft solution.

1. Display the ticket for which you seek a solution.
2. On the toolbar, click Search Solutions.
3. Optional: To filter the list of solutions, change the default values in the Search Solutions window, and then click Find.
4. If an appropriate solution exists, associate that solution with the ticket:
   1. Select the solution, and then click Use Solution.
   2. Optional: Update the information that is copied to the ticket record. Any changes that you make do not affect the original record.
   3. Save the ticket.