Associate solutions with ticketsAssociate solutions with ticketsA solution record contains information on identifying and resolving an issue on a ticket. Finding and attaching existing solution information to a ticket can help you resolve issues efficiently. Solution records can contain information about the symptom, cause, and resolution related to an issue.
If you cannot 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 (Oil) application Help.
There are several ways of adding solution information to a record:
Searching with the Search Solutions button
Selecting from a list of solutions
Searching for a solution by its classification
Selecting from the Solutions (Oil) application
Creating a draft solution
To search for a solution with the Search Solutions button:
In the appropriate application, display the record that you want to update.
Select the Solution Details tab.
Click Search
Solutions 
. The Search Solutions window opens.
Search for a solution.
Save the record.
To select a solution from a Select Value list:
In the appropriate application, display the record that you want to update.
Select the Solution Details tab.
In
the Solution field, click Detail
Menu 
and then click Select Value 
.
In the Select Value window, click a solution identifier. The application copies the solution information to the record. After you select a value, the application fills the Symptom, Cause, and Resolution fields on the ticket with information from the selected solution record. You can edit this data as needed without affecting the solution record.
Save the record.
To search for a solution by its classification:
In the appropriate application, display the record that you want to update.
Select the Solution Details tab.
In the Solution field, click Detail Menu and then click Classification.
The application displays the Classification Search window. See the topic
Classification Search for more information.
Save the record.
To select a solution from the Solutions (Oil) application:
In the appropriate application, display the record that you want to update.
Select the Solution Details tab.
In the Solution field, click Detail Menu and then click Go To Solutions
(Oil). The application opens the Solutions (Oil) application, where
you can search for and return with a solution record.
If you copy a solution identifier to the ticket, the application fills the Symptom, Cause, and Resolution fields on the ticket with information from the selected solution record. You can edit this data as needed without affecting the solution record.
Save the record.
If you do not see an appropriate solution, you can create solution information for this ticket.
To create a draft solution:
In the appropriate application, display the record that you want to update.
Select the Solution Details tab.
Create a draft solution.
Save the record.