Versions Compared

Old Version 1

changes.mady.by.user Dina Baksheeva

Saved on

compared with

New Version Current

changes.mady.by.user Dina Baksheeva

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

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 from an existing incident or from scratch. Solution content should be populated to an incident for full functionality use.

Creating

 

Create a standard solution

To To create a standard solution, please complete the steps below:

  1. Navigate to Incident Management → Completed or Incident Management → Closed.
  2. Open an incident on the base for which you want to create a solution for.
  3. In the hamburger menu Image Removed Image Added, select Standard Solution → Create Solution.
  4. The Knowledge Base article form will openopens. Fill in the fields.
  5. Click Save or Save and Exit to apply the 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. 

Image Removed

Article form fields

FieldMandatoryDescription

Number 

YThis field is populated automatically and contains a solution unique identifier. 
NameYSpecify the name of the solution.
Content DBY
A database as solution storage
Select a database to store the solution.
KB CategoryY
The
Select the category of the solution.
Content Item ClassYThis field is populated automatically with Standard Solution.
Object CategoryY
Automatically filled with the Internal option
This field is populated automatically with Internal.
BodyN

The field supports the 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.

MetainfoNFill in the field with the metadata.
Created byYThe user who created the content item. This field is populated automatically.
Updated byYThe user who changed the content item. This field is populated automatically.
ServiceYThis field is populated automatically.
This field
It takes the value from the incident. 
StateYThis field is populated automatically
as
with Draft. To apply the solution later,
you should
change the state
to 
to Published.
Published atYThe 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 byNThis field is populated automatically with the service owner name, according to the service selected.
Responsible GroupYSpecify a group responsible for the solution.
Responsible PersonY

Specify a person responsible for the solution.

note

When a person is specified, the Responsible Group field becomes non-mandatory. 

BodyN

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.

MetainfoNFill in the field with the metadata.Created byYThe user who created the content item. This field is populated automatically.Updated byYThe user who changed the content item. This field is populated automatically.
Applying

The created article is saved to 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. 

Apply a standard solution

Info

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:

  1. Open an incident for to which you are going to apply a standard solution.
    • The incident should not be in Completed or Closedstates.
  2. Navigate Scroll down to the Related Records tab.

  3. Click on the magnifier icon Image Removed near Image Added next to the Related Articles field and select the relevant article from the list.

    • Please note Note that the relevant article is the one that has the same service as the incident. If these values do values do not match, you cannot apply the necessary solution.
  4. 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. 

Note

Only Published articles with a Content Item Class equal to Standard Solution can be used as an incident Standard Solutionstandard solution.

Completing

Complete an incident with a standard solution

Info

Use Complete Ticket when the incident requires a standard solution. 

To complete an incident with a standard solution, please perform follow the steps below:

  1. Open an incident that you are going to complete with a standard solution.

  2. Make sure that it is in a any state prior to the Completed. Refer to the Incident Processing Process Incidents article to learn more.

  3. Scroll down to the Related Records tab.

  4. Click Click on the magnifier icon near next to the Related Articles field and select the relevant article from the list.

    • Please note 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.

  5. In the hamburger menu , select Standard Solution → Complete Ticket.

The form is saved automatically.

As a result, Closure Information fills automaticallyInformation is filled in automatically, and the state changes to Completed. The article body is copied to Closure Notes in Closure Information.

Applying

Apply a workaround to an incident

To complete an incident with a workaround, please complete follow the steps below:

  1. Open an incident that you are going to complete with a workaround.
  2. Open the Related Records tab. 
  3. In the Known Error field, specify a Known Error article containing a workaround described . 
  4. Click Save.
  5. Click the KE workaround button at in the top right corner of the incident record.

As a result, the incident state changes to Completed.The Closure Notes field is populated with the content from the Known Error known error article used. The The Closure Code field value is set to Not Solved (Workaround).

Table of Contents
absoluteUrltrue
classfixedPosition