Create Support Solution

Explanation

Use this activity to enter a support solution, either manually or from an existing support issue. If you are using the Support Issue window, the information you enter is transferred automatically from the issue into the solution.

Prerequisites

Default values should be specified in the Support Center Basic Data, Classifications and Solution Types tab windows.

System Effects

When the support solution is initiated from an existing support issue, the subject and classification are retrieved from the support issue. Also, the value in the Issue/Question field is retrieved from the first item message, and the value in the Solution/Answer field is retrieved from the last item message.

Window

Support Issue, Support Solution

Related Window Descriptions

Support Issue, Support Solution

Procedure

From the Support Issue window:

1. Select a support issue and then select Create Support Solution... from the Operation menu.
2. Edit the information. Optionally, edit e-mail address and links.
3. Save your changes.

From the Support Solution window:

1. Create a new record.
2. Enter the subject and classification.
3. Enter a description of an issue or question having a solution or answer.
4. Enter the solution or answer of the above described issue.
5. Save your changes.