Create a SolutionCreate a SolutionYou use the Solutions (SP) application to create new solution records. Typically, a solution answers a common question or solves a common problem.
From the Solutions
(SP) application, click New Solution 
on the toolbar. The
system sets the status of the record to DRAFT.
If the Solution field is empty, enter a value.
Enter a description
in the Solution Description field.
To enter additional information, click Long Description 
.
Optional: In
the Classification field, click
Detail Menu 
to classify the solution.
Optional: In the Type field, enter a type that you can use to group similar types of solutions.
Optional: In
the Attachments field, click Attachments
to attach one or more documents to the solution record.
If you want this solution to be available to self-service users and searchable in the Search Solutions application, select Self-Service Access.
Note: Some solutions might not be appropriate viewing for self-service users. For example, resolutions that are either too complex for customers to perform or resolutions that customers are not authorized to perform.
Optional: Associate customers with the solution in the Customer field:
Click
Show/Manage Customers 
next to the Customer field.
In the Add/Modify Customer Associations dialog box, click Select Customers.
Select one or more customers from the list and click OK.
Click OK to save the associations and return to the Solution tab.
In the Symptom field, describe the question or problem.
Optional: In the Cause field, describe the one or more causes of the problem.
In the Resolution field, answer the question or explain how to solve the problem.
Click Save
Solution 
.
To allow other applications and, optionally, self-service users to gain access to the solution record, you must change its status to ACTIVE.