Requests › Add Activities to a Request › Solution

Solution

When a request is resolved, you can record the solution with the request record for future reference.

To log a solution for a request

1. Select the request from the Request List page on the Service Desk tab.

   The Request 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 request.
4. Enter a 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 Request Detail page.

   OR

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