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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

  1. 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 console

    Details 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

  2. Click Save.

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Comments

  1. Fritz Erlangga

    What the function of this fields:

    • Status = Active/Inactive
    • Searchable = Yes/No
    Feb 14, 2017 12:59
    1. Mokshada Shivarekar

      Hi Fritz,

      Thanks for inquiring. I will confirm with SME and get back to you.

      Regards,

      Mokshada

      Feb 15, 2017 10:22
    1. Ashok kumar Jha

       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

       

      Feb 24, 2017 06:28
      1. Fritz Erlangga

        Sorry I can't see Mr. Ashok Kumar Jha comment

        Feb 26, 2017 08:56