Solution Details Tab
Use the Solution Details tab to search for and attach an existing solution from the solution catalog or to view solution information that has already been added to the ticket.
You can search the solution catalog either with or without information from the solution record.
Use the Tried Solutions table to view the history of all solutions previously tried to resolve the corresponding ticket.
The Solution Details tab contains three large free-form data entry fields to hold solution information. The fields can hold data from a solution record you attach or a solution you create for the record.
When you create a draft solution, you can specify whether you want to make the solution available to self-service users. The solution becomes available after a solutions administrator approves the draft using the Solutions application.
The Solution Details tab also contains a Status field. This field details the status of the solution in the ticket - it is not the status of the ticket. When a new solution is applied, the default status value is In Consideration. To change the solution status, click Change Status. The Change Status dialog box opens. Select a new status from the values, which include Under Consideration, Solution Failed, and Solution Successful.
In the Memo field, briefly describe the reason for changing the status. When a solution status is changed to Fail, the current solution is moved to the Tried Solutions table and assigned a status of Fail. When a ticket status is changed to Resolved or Closed, the solution status is changed to Success in the Tried Solutions table.