Searching for a solution

To search for a solution:

1. In the Solution field, click Enter to display a list of all solution records. You can use the Advanced Search features to limit the results set.
2. To filter the list, open the filter and enter values in one or more of the filter fields.
   For example, in the Keywords field, enter one or more keywords that describe your issue. Separate multiple keywords with commas. For example: email, virus. The system searches for solution records that are associated with the keywords you enter.

   Note: Keywords exist for a solution only if specified by the solution author. If you cannot find a solution using a keyword search, try entering values in other filter fields.
3. Sort the list of solutions in various ways by clicking the column headers.

   Example: The highest priority or most effective solutions are often the most relevant to your problem. Click the Priority and % Effectiveness Score column headings to sort the list of solutions by priority or by effectiveness. Each of these column headings is a two-way toggle between sort ascending and sort descending. The default is to order solution records by their priority followed by their effectiveness.

   The Priority field enables the administrator to prioritize solutions, and as a result determine which solutions are displayed at the beginning of the search results list. Priority 1 is the highest priority solution. A priority 1 solution is displayed at the beginning of the search results list during a solution search. The % Effectiveness Score field displays the number of times a solution was successfully applied, and is expressed as a percentage.

4. To display details for a solution, click the identification number of the solution in the Solution column.

   The solution record is displayed on the Solution tab. Click View Record List to return to the list of solutions.