Administer > Database administration > Data persistence > IR Expert > IR Expert tasks > Copy information from a query to a source record

Copy information from a query to a source record

Applies to User Roles:

System Administrator

To copy information from a query to a source record:

  1. From an incident or service desk interaction record, click More or the More Actions icon, and then click Search Knowledge or Find Solution.

    Note: The Find Solution option is available instead of Search Knowledge, if you have not purchased a Knowledge Management license.

  2. Double-click a record from the list returned by the IR query.
  3. Click Use Solution.

    Note: The Use Solution option is available only when the record's Solution field is not empty.

    Service Manager returns to the source record. This action copies the Solution information from the selected record to the source record. The copied information replaces the original information in the source file.

Related topics

IR Expert
IR Expert tasks
More Actions menu

Access IR Expert
Create an IR Expert query
Mark an incident record as a solution candidate
Modify an IR Expert query
Promote or delete records in the protocore
Search the central Knowledge Base
Use a solution from a knowledgebase search