Solving
a Case
Before you begin to solve Ms. Doe's case,
perform a search of your organization's solution base in
case the problem, or a similar problem, has been solved
in the past.
- Click the Advanced link located in
the search panel of the side bar. This will take you
to the Advanced Search page.
- First, click the Solutions check
box located in the Search Types section.
This way, you will only be searching through your organization's
solutions.
- Enter keywords related to the case and click the Search
button. A list of related solutions will be displayed.
- If you find the solution you can close the case and
notify Ms. Doe.
- If a solution to the problem has not already been
found, it will be up to you to do so.
- When you have found a solution to the problem, you
can then close the case. Add the solution information
to the case before you close it. Choose Yes
for the Submit this solution option
to add your solution to your organization's solution
base.
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