Search and reuse existing solution in Service Desk Saturday, May 17, 2008

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