Solutions
A solution is a predefined response to a commonly asked question or problem. A solution record defines a symptom, a cause, and a resolution. Use the Solutions application to create and manage solution records within a Service Desk environment.
About this task
The Solutions application is the administrative application, separate from the Search Solutions application that customers use to find solutions and resolve problems on their own. When you create a solution, you can specify whether the solution record is available to customers from the Search Solutions application and the Self Service Center application by selecting the Self-Service Access? option.
Solution records can also be associated with a Service Request, Incident, or Problem ticket. You must set the status of a solution to ACTIVE to make it accessible from other applications.