A global solution documents a case-independent problem and the resolution for it. A global solution can be created from a case or created in advance, independent of a case.
When creating a global solution without a case, begin the process by entering the details about the global solution. Enter a title, publish type and category. The publish type determines whether the solution can be searched within the organization and outside the organization. If you create a global solution from an existing case, the title and category are copied from the case, but you can do necessary modifications using the Global Solution window.
Next, enter a description of the solution. The description and resolution for the solution should be given in the predefined language. The local product description makes it possible to translate the description into another language. When a global solution is created from a case, the description and resolution are copied from the case, but they can be modified.
You can also specify the business objects connected to the global solution.
After entering the relevant details, you can either accept ownership of the global solution or dispatch it to another organization. The solution owner can approve the global solution after it is completed, thus making it searchable within the specified parameters.