Adding secondary solutions to a case
You might encounter that a case you are working on, cannot be completed based on a primary solution applied to the case. In this case, you can apply additional secondary solution(s).
The primary solution is defined in a Case form, the Case Type field available in the Details section. You can add secondary solutions to the case from the Solutions tab available in a Case form.
Related topics
When you add a secondary solution to a case, and change it to Work in Progress, the Tasks tab is automatically updated with the tasks from the added solution.
To add a solution to a case
- Open a Case form.
- Navigate to the Solutions tab.
- Click Add Solution.
- In the Search field, enter a name of the solution, and run search.
- Select a solution from the Results table, and click Select Solution.
- Click Save&Close.
You can add multiple solutions to cases. Multiple solutions will be displayed, and ordered sequentially. The related tasks from these solutions will be also added sequentially to the list of your tasks.
You can also view the details of a solution that is added to the case by selecting a solution, and clicking View Solution.