Create Global Solution—Exercises
Basic Data Setup
Support Organization Basic Data
Purpose: The purpose of this exercise is to set up the
basic data required for running this particular functionality.
Windows:
Support Organization Basic Data
- Define a support organization.
- Define a work group, assignee (yourself), queue
(with yourself as an assignee), case user group, business object and
business object queue for the support organization.
General exercise for
Support Organization Basic Data
Basic Data for Case
Purpose: The purpose of this exercise is to set up the
basic data required for running this particular functionality.
Windows:
Case Basic Data
- Define basic data for case
General exercise for
Case Basic Data
Required Data
Create Case
Purpose: The purpose of this exercise is to create
a case from which you will create a global solution.
Windows:
Case
New Case Assistant
New Case Issue
- Create a case.
General exercise for
Create Case
Main Exercise
Purpose: The purpose of this lesson is to create
a global solution. A global solution is a case independent generic solution
which can be referred when solving new cases.
Windows:
Case
Call Center Analyst
/Global Solution
Create Global Solution from Case
- Open the
Case window and query for a
case you created.
- Right click and click Create Global Solution.
- Enter Solution for Mechanical Error in the Solution
Title field.
- Enter This solution is for a mechanical error due
to....., in the Our Solution Description field.
- Enter The resolution for this error is.. in the Our
Solution Resolution field.
- Use List to select your solution work folder
in the Solution Work Folder field.
- Click OK.
Note Create another case and enter
information in the
Description tab, using the Our Description
and Our Resolution buttons. Create a global solution as above. The global
solution will inherit the information entered for the case.
Create Global
Solution from the Global Solution window
- Open the
Global Solution window and
create a new record (F5).
- Enter Test Global Solution in the Title
field.
- Save the record. (F12)
- Select Publish Externally in the Publish Type
field.
- Select a category that you created when defining
basic data for a case in the Category field.
- Click the
Description tab, click the
upper text area and create a new record. (F5) (The Description button
is selected by default)
- Enter Description of Global Solution, in the upper
text area.
- Click on the lower text area and create a new
record. (F5)
- Enter Resolution of Global Solution, in the lower
text area. (The Resolution button is selected by default)
- Save the record.(F12)
Accept Global Solution
- Right click on the
Global Solution
window and click Accept. The Accept Case dialog box is
opened.
- Enter Accepted in the Comments/Request field
and click OK.
Define Business Object
for Global Solution
- Click the
Business Objects tab and
double click on the table below to create a new record.
- Select the business object you defined (when
entering basic data for support organization) in the Business Object
field.
- Select values for fields in the
Business
Object Selection dialog box which is opened.
- Use List to select the values that you
defined.
- Click OK.
View Connected Cases
- Click the
Case Overview tab.
- Select any combination of check boxes and click Refresh
to view cases connected to the present case.
View Global Solution Journal
- Click the
Journal tab.
- Select different combinations of check boxes, click Refresh
and read through the journal entries that the system has entered for the
particular case.
Dispatch Global Solution
- Right click on the
Global Solution
window and click Dispatch. The Dispatch
Solution dialog box is opened.
- In the Organization field, use List to
select the organization you defined and in the Queue field use List
to select the queue you defined for that organization (a queue with yourself
as an assignee).
- Enter Dispatched, in the Comments/Request field.
- Click OK.
Reject Global Solution
- Right click on the
Global Solution
window and click Reject. The Reject
Solution dialog box is opened.
- Enter Rejected, in the Comments/Request
field.
- Click OK.
Complete Global Solution
Note You must first perform the activity Accept
Solution again, before you can complete the solution.
- Right click on the
Global Solution
window and click Complete. The Complete
Global Solution dialog box is opened.
- Enter Completed, in the Comments field.
- Click OK.
Approve Global Solution
- Right click on the
Global Solution
window and click Approve. The
Approve
Solution dialog box is opened.
- Enter Approved, in the Comments field.
- Click OK.
Reopen Global Solution
- Right click on the
Global Solution
window and click Re-Open. The Re-Open
Solution dialog box is opened.
- Enter Reopened, in the Comments/Request
field.
- Click OK.
Close/Cancel Global Solution
- Right click on the
Global Solution
window and click Close or Cancel.
A dialog box is opened.
- Enter Closed or Canceled, in the Comments/Request
field.
- Click OK.