Searching for solutions and lessons learned

A solution record contains information about the symptoms, cause, and resolution of an issue. A lesson that is learned is a type of solution that is normally associated with an after-action review. Associating existing solutions and lessons that are learned with issues can help to resolve issues efficiently.

About this task

The Solution database table contains solutions and lessons learned. If an appropriate solution or lesson that is learned does not exist, you can create one and submit it for approval.

1. In the appropriate application, display the ticket for which you seek a solution or a lesson learned.
2. On the toolbar, click Search Solutions.
3. Optional: To filter the list of solutions and lessons that are learned, modify the default values in the Search Solutions window, and then click Find.
4. If an appropriate solution or lesson that is learned exists, select that record and click Use Solution. You can modify the information that is copied to the ticket record without affecting the original record.
5. Save the record.