Common Fields Used in This Section

Select the number of records that are displayed. The system searches only until it reaches that amount. For example, if you select 25 rows, the system searches until it finds the first 25 records that match the search criteria determined in the Search Solution fields. Click Search to display the results. When a user searches more than one search object (for example, cases and solutions) the selected number of display records for each object are added together to define the upper limit of the search result set.

Click the ID link to review or execute a record included in the search result set.

For example, if solutions appear on the Frequently Used form, you can click the ID link to view the details of the Solution record. On the Advanced Search form, you can click the ID of a result set record to view the details of solutions, work orders, and cases. If you search for scripts, you can execute a script by clicking the script ID.

Select a solution from the Attempted Solutions form to send the solution to the customer through email. You can select up to five solution records at a time.

When you assign solutions to the case from the Frequently Used, and Search forms, those solutions appear in the Attempted Solutions grid on the Attempted Solutions form.

Enter the unique identification number assigned to the solution in the Solutions program. On the Attempted Solutions form, you must enter a solution ID and then click the Assign Solution button to assign the solution to the case.

Enter solution summary information in this field to search for possible solutions. You define this field when you set up solutions to enable searches.