Adding solutions to tickets

You can search for solutions from within a ticket in any knowledge bases for which you are authorized, selecting the most likely source for the solution. The found information can be copied into the Description field on the ticket.

A solution may contain step-by-step instructions, an answer to a question, or a reference to another site for more information. It may also include attachments such as patches, documents or images.

To add a solution to a ticket

  1. Open the ticket that you want to resolve, or create a new ticket.

  2. Do one of the following:
    • Click Actions > Search in KB.
    • In the Description section, click Copy from: Knowledge Base.
      The Search Knowledge Base dialog box appears.
  3. Enter search criteria.
    For detailed instructions, see Using Advanced Search and saving searches.
  4. When you find an appropriate solution, select it and click Copy Resolution.
    The contents of the solution are pasted into the Description field.
  5. Click Save.
  6. At the bottom of each solution, you may see the question, "Was this solution useful to you?" Select the appropriate answer (Yes, No, or Yes but inaccurate).
    If you select No or Yes but inaccurate, a comments dialog box appears where you can explain why the solution did not help you. The popularity ranking of the solution is enhanced if the users respond with a Yes. However, a No response does not affect the popularity ranking of the solution.
  7. Follow the steps required to resolve the ticket.

Related topics

Updating tickets

Creating solutions

Was this page helpful? Yes No Submitting... Thank you


  1. Cristy Castano

    Item # 6 is false. "The responses are completely anonymous; only the answer is recorded, not your contact information".

     All comments are recorded along with the user id of the person leaving the response.

    Jul 28, 2017 12:39
  2. Cristy Castano

    In addition, please clarify that not all answer to the questions tally the popularity counter. ONLY Yes answers do by increasing the count.  Yet, a negative answer does nothing.

    Jul 28, 2017 12:45
    1. Deval Faldu

      Thank you for your comments Cristy. We have made the necessary changes. Let us know if you have anymore feedback.

      Warm Regards,

      Aug 03, 2017 08:13