This documentation supports the 9.1 version of Service Desk.

To view the latest version, select the version from the Product version menu.

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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