Creating a Solution

Access the Add Solution form.

Library

Select the solution's primary library. This library is considered the solution's owning library. You define libraries by using the Add Library form.

See Creating Solution Libraries.

Status

Select the appropriate solution status from UDC 90CE/SS. When you create solutions through the Case Entry program, the system automatically assigns them a Draft status. Only solutions with an Active status are available for viewing by users other than solution administrators. When solutions are approved, the system changes their status to Active to make them available. Select Inactive when you want to expire a solution or make it no longer available.

Type

Select the appropriate type from UDC 90CE/ST. Typically, select either Standard or Workaround.

The systems assigns the type Adhoc to solutions that are created when agents enter an independent text resolution. You can convert these standard solutions by changing the type.

The system assigns the type Canned to solutions that are created when self service users select predefined case or work order closure reasons.

Visibility

Select All if you want self service users to view the solution. Select Internal to prevent self-service users from using this solution.

Solution Summary

Enter a short description of the solution. You can use this field to search for solutions.

Keyword or Phrase

Enter search keywords or a phrase for a solution.

Symptoms

Enter a description of the problem that the solution addresses.

Details

Enter the full explanation of how to solve the problem.