Enabling the Tried Solutions tab

Follow these steps to enable the use of the Tried Solutions tab in any of the ticket applications.

About this task

By default the Tried Solutions tab is not displayed in the Incidents, Problems, and Service Requests applications. You can enable this tab for any or all of these applications. There are two parts of this enablement:
  • Enable auditing on the A_Ticket database table
  • Modify the applications to display the tab.

Procedure

  1. Enable auditing to gather the data.
    1. Click System Configuration > Platform Configuration > Database Configuration to open the Database Configuration application.
    2. Browse to the Ticket Mbo.
    3. Check the Audit enabled check box.
    4. On the Attributes tab, check the Solution, ChangedBy and Changedate attributes.
    5. Run the Database Configuration application or apply the changes using the Admin Mode.
  2. Modify the applications to display the tab.
    1. Click Open menu > System Configuration > Platform Configuration > Application Designer to open the Application Designer.
    2. Export the presentation XML file for the first application you wish to modify. Save the file locally.
    3. Edit the file and remove all instances of the string licensekey="TSDCOMNOSHOW".
      This string appears in these table definitions:
      • Incidents: lite_tsd_relatedrecord_new_table_1 (for the simplified version) and tsd_relatedrecord_new_table_1
      • Problems: tsd_relatedrecord_new_table_1
      • Service Requests: lite_tsd_relatedrecord_new_table_1 (for the simplified version) and tsd_relatedrecord_new_table_1
    4. Save the XML file.
    5. In the Application Designer, reimport the presentation XML file.
    6. Repeat these steps for each application in which you want to use the Tried Solutions tab.
    7. Log out and log back in.