Creating solutions

You can create solutions from the Knowledge Base Home page or from within a ticket or configuration item (CI). You can also copy and modify solutions to create new solutions.

The following topics are provided:

To create a solution from the Knowledge Base Home page

1. Click More > Knowledge Base.
2. Click Actions > New  and select the knowledge base and solution type that you want to create.
   The New Solution form appears.
3. In the Problem field, enter a brief but descriptive explanation of the problem.
4. In the Status field, select the appropriate status.
5. In the Resolution field, provide sufficient information to resolve the problem.
   You can use the formatting tools at the top of the field to format the information. Currently, you cannot include images in this field. For more information about formatting text, see Using the Rich Text editor.
6. (Optional) If attachments are allowed, select the file to include with this solution.
7. (Optional) If available at the bottom of the page, clear the Survey question check box.
   By default, the survey question will appear at the bottom of every solution, asking whether the solution was useful.
   Users can select Yes, No, or Yes but inaccurate. If they select anything but Yes, the Please tell us why dialog box appears where they can submit comments. They cannot edit the solution content.
8. Do one of the following:
   • To save the changes but continue working on the record to make further changes, click Save.
   • To save and close the form, click Submit.
   If an approval is required, the solution goes into the Pending state, and the approvers are notified. If no approval is required, the solution is published immediately to the appropriate knowledge base.

To create a solution from a ticket

This action is limited to tickets and CIs.

1. Open the ticket or CI that you want to use for creating the new solution.
2. Click Actions > Add to KB.
   The Add to Knowledge Base dialog box appears.
3. In the Destination and Item fields, select the knowledge base and solution definition for the solution.
4. In the Link Type field, select the appropriate link type for linking the solution with the originating ticket or CI.
5. Click OK.
   If the system cannot copy any information from the ticket or CI to the solution, an error is generated and the reconciliation dialog box appears.
6. If the reconciliation dialog box appears, select whether to Append or Discard.
   If you select Append, the link is created. If you select Discard, you are returned to the ticket or CI where you started.
7. Do one of the following:
   • To submit the current changes, but continue working on the record to make further changes, click Save.
   • To save and close the form, click Submit.
   A link is created between the source record and the new solution. However, if the solution is updated, the source record is not updated. Users can click the solution link in that record to view more detail or the most current version of the solution.

To copy a solution

1. Click More > Knowledge Base.
2. Search for the solution that you want to copy and open it for editing.
3. Click Actions > Copy.
   

   The Copy to dialog box appears.

4. Repeat steps 3 through 6 in To create a solution from the Knowledge Base home page.

   A new record page appears that includes much of the information from the source solution.

5. Modify the information as needed.
6. Do one of the following:
   • To submit the current changes, but continue working on the record to make further changes, click Save.
   • To save and close the form, click Submit.
   The solution is created. If an approval is required, the solution goes into the Pending state, and the approvers are notified. If no approval is required, the solution is published to the appropriate knowledge base.

Related topics

Using knowledge base approvals

Adding solutions to tickets

Editing solutions

Deleting solutions