Associating Solutions with IncidentsAssociating Solutions with IncidentsA solution record contains information on identifying and resolving an incident. Finding and attaching existing solution information to an incident can help you resolve issues efficiently. Solution records can contain information on the symptom, cause, and resolution related to an issue. If you can't find an applicable solution, but determine one for this issue, you can document it on the record and submit it for possible inclusion in the solution catalog. For more information on the solution catalog, see the Solutions (SP) application Help.
There are several ways of adding solution information to a record:
Searching with the Search Solutions button
You can search the solution catalog either based on information
already on the record or based on no information on the record. To do
so, use the Search Solutions 
button. The system opens
the Search Solutions dialog box. See the topic Search
for a Solution for more information.
Selecting from the Select Value list
You can search a value list of potential solutions. To
do so, click the Solution Details tab. In the Solution
field, click Detail Menu 
and then click Select Value
. In the Select Value dialog box, click a solution identifier
to copy the solution information to the record.
After you select a value, the system fills the Symptom, Cause, and Resolution fields on the incident with information from the selected solution record. You can edit this data as needed without affecting the solution record.
Searching by Classification
You can search for a solution by its classification. To do so, click the Solution Details tab. In the Solution field, click Detail Menu and then click Classification. The system displays the Classification Search dialog box. See the topic Classification Search for more information.
Selecting from the Solutions (SP) application
You can search for a solution in the Solutions (SP) application. To do so, click the Solution Details tab. In the Solution field, click Detail Menu and then click Go To Solutions. The system opens the Solutions application, where you can search for and return with a solution record.
If you copy a solution identifier to the incident, the system fills the Symptom, Cause, and Resolution fields on the incident with information from the selected solution record. You can edit this data as needed without affecting the solution record.
Creating solution information
If you do not see an appropriate solution, you can create solution information for this incident record. Optionally, you can submit the solution to your administrator, who may approve it for general use. For information on creating a draft solution for a record, see Create a Solution.