Incidents › Add Activities to an Incident › Solution

Solution

When an incident is resolved, the solution can be recorded with the incident record for future reference.

To log a solution for an incident

1. Select the incident from the Incident List page on the Service Desk tab.

   The Incident Detail page appears.

2. Select Activities, Solution on the menu bar.

   The Create New Activity page appears.

3. Change the date of the activity, if appropriate, and record the time spent resolving the incident.
4. Enter the description of the solution in the User Description field. For example, if a workaround for the problem was discovered, document the workaround here.

   See Activities Fields for field descriptions.

5. Click Save.

   The solution is recorded on the Activities tab and on the Solutions tab on the Incident Detail page.

   OR

   Click Save and Submit Knowledge to save the solution as a Knowledge Document. For more information, see Knowledge Documents.