Use a solution from a knowledgebase search

At any time while you create or update an Interaction or Problem record or update an Incident record, you can perform a knowledgebase search to find solutions. When you find a solution, you can add the solution to the resolution or workaround field of the record you are processing.

  1. While you are processing a record, perform a knowledgebase search to find a solution.
  2. In the knowledgebase search results, click the hyperlink to view a solution document.
  3. When you find a document with the correct solution, click Use Solution to add the solution to the resolution or workaround field of the record. The Use Solution button only appears if the selected document contains a resolution or workaround.

    Note If the knowledge document is a working copy of an approved published document, the display option, Show Approved Version, appears, which enables you to view the published document and then select it as a solution.

  4. After you select Use Solution, the system redisplays the record with the resolution or workaround field updated. You can continue processing the Interaction, Incident, or Problem record that prompted your knowledgebase search.

Related topics

Knowledge Management integration with Incident Management
Knowledge Management integration with Problem Management
Knowledge Management integration with Service Desk Interaction

Search for a solution
Create knowledge from an interaction, incident, problem, or known error