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Search and reuse existing solution in Service Desk


After creating a solution in solution Database we might want to use it for same type of problem here are the steps:

1) Open the service ticket you wish to process
2) Go to change mode
3) Click on transaction data tab and then solution database

Click on search SDB in this screen provide the search criteria

Click ok to continue here you will get the list of relevant solution select checkbox click on cart to use the existing solution

Click ok to continue selected solution has been inserted in problem message

Here you can view and change the solution

That’s all now you can change the status of message as well to solution provided.

Regards,
Gagan deep Kaushal

May 17, 2008 Posted by | Search and reuse existing solution in Service Desk | Leave a comment

Search and reuse existing solution in Service Desk


After creating a solution in solution Database we might want to use it for same type of problem here are the steps:

1) Open the service ticket you wish to process
2) Go to change mode
3) Click on transaction data tab and then solution database

Click on search SDB in this screen provide the search criteria

Click ok to continue here you will get the list of relevant solution select checkbox click on cart to use the existing solution

Click ok to continue selected solution has been inserted in problem message

Here you can view and change the solution

That’s all now you can change the status of message as well to solution provided.

Regards,
Gagan deep Kaushal

May 17, 2008 Posted by | Search and reuse existing solution in Service Desk | Leave a comment