Add resloution to incident requests to help all the technicians involved in the request learn the cause, solution, and consequence of the issue. Also, you can add resolutions to the Solutions bank of the application for users' reference. Resolutions indirectly become the document proof for reported incidents.
To add a resolution,
Go to the request details page and click Actions>>Enter Resolution.
OR
Click the Resolution tab.
In the plain text field, type in the resolution, clearly explaining the methods to reproduce the issue, the root cause, and the fix.
Attach the required files and update the request status.
You can copy the resolution to all linked requests by using the Add resolution to all linked requests option. (This option will be displayed only if the request is linked with other requests.)
You can also add worklog (link to worklog) from here. Click Save.
To save as solution, click Save and Add to Solutions.
Now the Solution form is opened with the request's subject as Title and the resolution as Content. The files attached to the resolution are copied to the solution.
Select a topic for the solution, enter keywords (separated by commas), and provide any extra information in Comments.
Select whether the solution must be displayed for requesters (in the self-service portal) and click Add. You can also approve as you add the solution.
Inversely, you can copy a resolution from a solution.
Go to Solutions under the Resolution tab. Select a topic and type in keywords to locate the relevant solutions.
If a complete solution to resolve your issue is available, click Yes, Copy to resolution.
If a solution resolves your issue only partially, click No, Add Comments beside it. In the Comments section, explain the steps that are resolved with the solution and how to proceed from there. Click Add.
The added solution will be moved to Tried Solutions.
You can anytime update a comment or delete a tried solution.