Changing the status of a solution

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The status of a Solution determines whether it appears as the result of a search.

You use the Solutions application to change the status of a Solution record. A Solution can have one of the following status values:

  • DRAFT - When you create a new solution, the system automatically sets its status to DRAFT. While a solution is in a draft status, it is not accessible to self-service users or other applications. Use this status while you are still in the process of creating or finalizing the information in the solution record.

  • ACTIVE - Allows self-service users to search for and view the solution, and allows other applications to gain access to the Solution record.

  • INACTIVE - Allows an administrator to view the Solution record. While a solution is inactive, it is not accessible to self-service users or other applications. Use this status for solutions that you are currently not using, or want to keep a record of for historical purposes.

Changing the status

  1. From the Solutions application, display the solution whose status you want to change.
  2. Go to the Common Actions and select Change Status. The Change Status dialog box opens.
  3. In the New Status field, click the menu to select a new status. The system inserts the current date and time in the Status Date field. You can edit the value, if needed.
  4. In the Memo field, describe why you are changing the status.
  5. Click OK.

Viewing the status

When the status of a Solution is changed, the new status, date, and person making the change are recorded, along with a memo describing the reason for the change. You can view the status history of a Solution in Status History table on the Administrative Details tab.