Approving solutions

When the specialist proposes a solution, you must review the proposed solution to make sure the information is complete and accurate. You might need to contact the specialist for clarification or to better understand the proposed solution.

When you agree that the proposed solution is accurate and complete, and appropriate for the incident request, you approve the solution by changing the Status field on the Solution form from Inactive to Active.

If you do not agree that the proposed solution is appropriate for the incident request, you perform the following steps on the Solution form:

• Record the reason for disagreement in Work Info.
• Set the Expiry Date field to today's date.
• Leave the Status field reading Inactive.

To approve or reject a solution

1. Open the incident request record.
2. Click the Relationship tab.
3. From the Relationships table, select the solution database entry you are working on, and then click View.
4. To approve the solution, change the Status field from Inactive to Active.
5. To reject the solution, perform the following steps:
   1. Leave the *Status* field at Inactive.
   2. On the Date/System tab, change the Expiry Date to today's date.
   3. Add a work information note to record the reason for disagreement.
6. Click Save.

The following figure provides an overview of the solution approval process as described by the BMC Service Management Process Model: