A standard solution is a formalized incident solution that can be applied to other incidents connected with the same Service. Standard solutions are stored as Knowledge Base articles. You can create solutions out of the existing incident or from scratch. Solution content should be populated to an incident for full functionality use.
Creating a standard solution
To create a standard solution, please complete the steps below:
- Navigate to Incident Management → Completed or Incident Management → Closed.
- Open an incident on the base for which you want to create a solution.
- In the hamburger menu
, select Standard Solution → Create Solution.
- The Knowledge Base article form will open. Fill in the fields.
- Click Save or Save and Exit to apply changes.
The created article is saved in the Internal Service Specification table. You can also find it on the Self-Service Portal main page in the Knowledge Base block or in the header.
| Field | Mandatory | Description |
|---|---|---|
Number | Y | This field is populated automatically and contains a solution unique identifier. |
| Name | Y | Specify the name of the solution. |
| Content DB | Y | A database as solution storage. |
| KB Category | Y | The category of the solution. |
| Content Item Class | Y | This field is populated automatically with Standard Solution. |
| Object Category | Y | Automatically filled with the Internal option. |
| Service | Y | This field is populated automatically. This field takes the value from the incident. |
| State | Y | This field is populated automatically as Draft. To apply the solution later, you should change the state to Published. |
| Published at | Y | The exact date and time when the solution was published. This field is populated automatically, after the state is changed to Published and the record is saved. |
| Owned by | N | This field is populated automatically with the service owner name according to the service selected. |
| Responsible Group | Y | Specify a group responsible for the solution. |
| Responsible Person | Y | Specify a person responsible for the solution. When a person is specified, the Responsible Group field becomes non-mandatory. |
| Body | N | Body is a rich-text format. The original content from the Closure Notes field of the incident is copied to the article body. You can edit the article body by adding the necessary information before saving and publishing the solution. |
| Metainfo | N | Fill in the field with the metadata. |
| Created by | Y | The user who created the content item. This field is populated automatically. |
| Updated by | Y | The user who changed the content item. This field is populated automatically. |
Applying a standard solution
Use Add Solution to Comments when the solution is one of the possible variants to solve the incident.
To apply a standard solution, please complete the steps below:
- Open an incident for which you are going to apply a standard solution.
- The incident should not be in Completed or Closed states.
- Navigate to the Related Records tab.
Click on the magnifier icon
near the Related Articles field and select the relevant article from the list.- Please note that the relevant article is the one that has the same service as the incident. If these values do not match, you cannot apply the necessary solution.
- In the hamburger menu
, select Standard Solution → Add Solution to Comments.
The form is saved automatically.
As a result, the article body is copied to the Activity Feed as a Work Note. The state of the incident is not changed.
Only Published articles with a Content Item Class equal to Standard Solution can be used as an incident Standard Solution.
Completing an incident with a standard solution
Use Complete Ticket when the incident requires a standard solution.
To complete an incident with a standard solution, please perform the steps below:
Open an incident that you are going to complete with a standard solution.
Make sure that it is in a state prior to the Completed. Refer to the Incident Processing article to learn more.
Click on the magnifier icon
near the Related Articles field and select the relevant article from the list.Please note that the relevant article is the one that has the same service as the incident. If these criteria do not match, then the article list will be empty.
In the hamburger menu
, select Standard Solution → Complete Ticket.
The form is saved automatically.
As a result, Closure Information fills automatically, and the state changes to Completed. The article body is copied to Closure Notes in Closure Information.
Applying a workaround to an incident
To complete an incident with a workaround, please complete the steps below:
- Open an incident that you are going to complete.
- Open the Related Records tab.
- In the Known Error field, specify a Known Error article containing a workaround described
- The Known Error record should be created previously and should be actual. For more information, read through the Produce a Workaround article.
- Click Save.
- Click the KE workaround button at the top right of the incident record.
As a result, the incident state changes to Completed. The Closure Notes field is populated with content from the Known Error article used. The Closure Code field value is set to Not Solved (Workaround).
