Difference between revisions of "Solutions Action Item"
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== Introduction == | == Introduction == | ||
The Solutions Action on an Incident identifies possible solutions for that particular incident. The solutions icon is dynamic and is only displayed when a potential solution is available. | The Solutions Action on an Incident identifies possible solutions for that particular incident. The solutions icon is dynamic and is only displayed when a potential solution is available. | ||
− | If an Incident is linked to one or more Problem, or Known Error records, and any of those have defined Workarounds, then these will be available as possible Solutions on the Incident. | + | * If an Incident is linked to one or more Problem, or Known Error records, and any of those have defined Workarounds, then these will be available as possible Solutions on the Incident. |
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Revision as of 08:31, 19 June 2017
Home > Service Manager > Incident Requests > Solutions
IntroductionThe Solutions Action on an Incident identifies possible solutions for that particular incident. The solutions icon is dynamic and is only displayed when a potential solution is available.
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Features
One or more Solutions can be listed, and each is available for review.
- Accepting a solution
- Using the drop down, a Solution can be marked as accepted. In doing so the Solution will be highlighted in green and that solution will show as Accepted Solution.
- The Solution text is copied into the Resolution text box and is ready for the Incident Owner to resole the Incident.
- Not the solution
- If a Solution or Solutions are not the resolution for the Incident, these can be marked as such as will show as Not the Solution
- Resolve using a solution
- The Solution text is copied into the Resolution text box and is ready for the Incident Owner to resole the Incident, if a Solution is accepted.