Adding a New Solution from a Case

While you are working on a case, or once it is solved, you can add and track possible and actual solutions from the Solutions tab.

1. Open the Case so that the Case Summary page is displayed.
2. Click on the Solutions tab. A list of linked solutions is displayed. From the Solutions tab within the Case you can:
   • Create a new solution, which is automatically linked to the current Case.
   • Link to an existing solution or solutions.
   • Delete a link to an existing solution.
3. To link to an existing solution, select the Link Solutionbutton. The Solutions panel is displayed.

4. To find an existing solution, you can use the Advanced Search Select feature by typing a key word directly into the Link Solution field and clicking on the first magnifying glass icon. This displays a list of matches below the Link Solution field. You can also use the % wildcard to turn the search into a "contains" search. Alternatively, click on the second magnifying glass icon and the standard Search Select page is displayed in a new window.

5. Click on the hyperlink of the solution you want to link to this case.
6. Select the Save button. The linked solution is displayed in the list of Solutions.

Go to Knowledge Base home page...

See Also:

Adding a New Solution

Publishing a Solution