Create a SolutionCreate a SolutionYou can associate a problem 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 problem, 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 problem, then the solution must be a global solution. See the Solutions (SP) application help for more information.
In the Problems (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 submits the classification and description of the record
along with the symptom, cause, and resolution information you entered,
and displays a message confirming that the solution was created.
The solution you submitted is a DRAFT-type solution. Your service desk
administrator can approve it for general use and can make it available
to self-service users.