Solutions application

You can create and manage solution records within a service desk environment. A solution is a predefined response to a problem or a lesson from an after-action review. The solution record defines a symptom, a cause, and a resolution.

Solutions administrators can create solution records in the Solutions application. Users can create draft solutions by using the Create Solution action in the ticket applications.

Solutions can be associated with various types of tickets. A solution is available to other applications only when its status is Active. A lesson is available to other applications when its status is Draft or Active.

If you have an automated help desk environment, you can implement a workflow process to send solutions for review, approval, and activation. You can also use workflow to automatically send a solution in response to a service request.

Solution records can be classified by type. If solutions are not classified, users can find them only by using the Search Solutions application. Search Solutions is a simplified knowledge base that customers and users can use to resolve problems on their own.

To be accessible to self-service users, a solution must be defined as having self-service access.

In the Solutions application, you can do the following activities:
  • Specify whether a solution represents a lesson learned.
  • Specify whether a solution is a global, regional, or local solution.
  • Assign ownership to a solution.
  • Assign a category to a solution.
  • Specify an originating site.
  • Approve a solution at a global, regional, or local level.
  • Specify the estimated costs and benefits of a solution.
  • Review the tickets and work orders that are related to the solution.
  • Generate and review work logs and communications about the solution.