Solutions application

You use the Solutions application to create and manage solution records within a Service Desk environment. It is the administrative application and is separate from the Search Solutions application that customers use to find solutions.

A solution is a predefined response to a commonly asked question or problem. You can allow customers to search and view solutions from a simplified knowledge base, called Search Solutions, to resolve their problems on their own. Users can also associate a solution record to a service request, incident, or problem ticket. You must set the status of a solution to ACTIVE for it to be accessible from other system applications. You must also select the Self-Service Access option for it to be accessible to self-service users.

A solution record defines a symptom, a cause, and a resolution. You can classify solution records and group them by type so that customers or users can easily find the correct solution. For example, if you receive many printer-related questions or issues, you might create a classification that is called IT > Printers > Toner. You would then assign that classification to any solutions that answer questions about toner or resolve toner problems. You can also use the Type field to sort or search solutions. You might choose to have types such as FAQ or INSTALL. If you do not classify solution records or group them by type, users can find solutions only by searching in the Search Solutions application.

As a solutions administrator, you create solution records from this application. In addition, users can create solutions by using the Create > Solution action in the Incidents and Problems applications. If you have an automated help desk environment, you can implement a workflow process to send you solutions for review, approval, and activation. Or, you can also use workflow to automatically send a solution in response to a service request.

The solutions of one customer might not be relevant to another customer. You can associate a solution with one or more customers so that only the users of the associated customers can access the solution. You can copy the solution to the ticket, if the primary customer is the same as the customer associated with the solution, or if no customer is associated with it.

The Solutions application has multiple features that are tailored for service providers who are managing the customer aircraft or equipment.