Create a SolutionCreate a SolutionYou can associate an incident with a known solution on the record's Solution Details tab. If no existing solution records are appropriate, you can create and submit a draft solution. An administrator can approve the solution for general use.
If a customer is associated with the incident, then the solution must either be a global solution or a customer-specific solution that is associated with the customer or the parent of the customer. If no customer is associated with the incident, then the solution must be a global solution. See the Solutions (SP) application help for more information.
In the Incidents (SP) application, display the record for which you want to create a solution.
Click the Solution Details tab.
In the Symptom, Cause, and Resolution fields, enter descriptive information. You can enter information in any or all fields.
From the Select
Action menu, select Create Solution.
The system uses the information entered on the Solution Details tab
to create a solution record having a status of DRAFT. By default, this
record will be available to self-service users when it is approved.
The system displays a message confirming that the solution has been
created.