Creating a solution entry
After you determine the root cause of a problem, you can create a solution entry. Typically, you might create a solution entry if you determine that the issue against the investigated CI is not a defect (that is, the CI is functioning as designed). In this scenario, a change request does not have to be issued for correcting the CI in question.
To create a solution entry
- With the Solution Database form open, as described in Resolving a problem investigation, complete the Solution Database entry as appropriate. A description of the various required fields is provided in the following table:
Field
Explanation
Summary
A brief summary of the solution
View Access
Select one of the following choices:
Internal — Users within your organization can see the entry
Public — Everyone with access to Problem Management can see the entry, including users of the Requester consoleDetails tab
Abstract
A brief description of the root cause and the solution
Solution
A detailed description of the solution
Assignment tab
Support Company
The support company to which the problem investigation was assigned
Support Organization
The support organization to which the problem investigation was assigned
Assigned Group
The support group to which the problem investigation was assigned
Mappings tab
Organization — Company
Select the client company from the menu. If the solution applies to all client companies, select Global.
Location — Company
Select the client company from the menu. If the solution applies to all client companies, select Global.
Date/System tab
Submitter
Record the name of the person creating the Solution Database entry
- Click Save.
Comments
What the function of this fields:
Hi Fritz,
Thanks for inquiring. I will confirm with SME and get back to you.
Regards,
Mokshada
Hi,
The Status field lets you to mark the particular solution as Inactive/Active. If you mark the solution as Inactive, its related association records are also marked as Inactive.
The status field is also used to set the Publish Date. Whenever the Solution is marked as Active, its Publish Date is set as the timestamp value.
Searchable: This field is used to control whether solution records would be searachable by other applications.
Note: There is a Knowledge Management application which is kind of replacement for Solution Database. Knowledge Management is a full fledged application with all the needed capabilities.
Thanks.
-Ashok Jha
Sorry I can't see Mr. Ashok Kumar Jha comment
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