Searching for solutions

Knowledge bases store solutions to common problems, patches, documents, and more. You can search for solutions in internal and external knowledge bases. By searching the knowledge base for a solution before saving your ticket, you may find the information you need quickly and without waiting for a response from the support team. You can import the solution into the Description field of your ticket and then use it to resolve your issue.

To search a knowledge base

1. Open the ticket that you want to resolve.
2. In the Description section, click Knowledge Base next to the Copy from label.
3. (Optional) Select a knowledge base in which to search.
   The default is All internal Knowledge Bases but you can select any internal or external knowledge base that appears in the list.
4. Enter a word or phrase on which to search.
5. Click the magnifying glass icon.
   If you searched an internal knowledge base, a list of matching solutions appears. If you searched an external knowledge base, a search window opens in a new tab.
6. Select the applicable solution and click Copy Resolution.
   The solution appears in the Description field.

7. To choose a different solution, or to search again, repeat steps 2 through 6.

8. (Optional) If the Status field is editable, you can select a Closed status and resolve your ticket.
9. Click Save.
   The ticket is submitted and appears on your Home page. 

Related topics

Searching in FootPrints

Using Advanced Search and saving searches

Viewing the most popular solutions

Editing your tickets