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Adding Solutions to Service Requests

You can add an existing solution to your service requests. For more information on solutions, see Solutions.

To add a solution to a service request

  1. Select the service request.

    For more information on selecting service requests, see Finding Records.

  2. Scroll to the Solutions section of the Service Request Details page and click Add.

    A list of solutions that are approved and published appears.

  3. To limit the number of solutions that appear, use the filtering options to search on keywords or Solution ID.
  4. Click Preview to view the solution details to make sure that it addresses your customer's concerns.
  5. Click the Select link beside each solution that you want to add to your service request, and then click OK.
  6. Change the status of the service request to Pending until you can confirm with your customer that the problem is resolved, as follows:
    1. On the Service Request Details page, click in the Status field, and select the Pending status from the drop-down list.
    2. Click the green check mark icon in the Status field to save the change.

Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.