Associating Solutions with Service Requests (End User)

To expedite the resolution of a service request, you can associate a solution record with the service request. Also, you might associate a solution with a service request so that the solution information is available if the customer later reopens the service request.

This task is a step in Process of Managing Solutions.

To associate a solution with a service request

1. Navigate to the Service screen, then the Service Request List view.

2. Drill down on the SR number (#) field for a selected service request, and click the Solutions view tab.

3. Create a new solution record, and complete the fields as appropriate.

   You can drill down on the Name field for the record to view more information about the solution.