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Version: 1.11.0

Standard Solutions and Workarounds

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 from an existing incident or from scratch.

Create a standard solution​

To create a standard solution, complete the following steps:

  1. Navigate to Incident Management → Completed or Incident Management → Closed.
  2. Open an incident to create a solution for.
  3. In the burger menu , select Standard Solution → Create Solution.
  4. The Knowledge Base article form opens. Fill in the fields.
  5. Click Save or Save and exit to apply the changes.

Article form fields

FieldMandatoryDescription
NumberYThis field is populated automatically and contains a solution unique identifier.
NameYSpecify the name of the solution.
Content DBYSelect a database to store the solution.
KB categoryYSelect the category of the solution.
Content item classYThis field is populated automatically with Standard Solution.
Object categoryYThis field is populated automatically with Internal.
BodyNThe 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. It takes the value from the incident.
StateYThis field is populated automatically with Draft. To apply the solution later, change the state 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 personYSpecify a person responsible for the solution.

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​

Use Add to Work notes when the solution is one of the possible variants to solve the incident.

To apply a standard solution, complete the steps below:

  1. Open an incident to which you are going to apply a standard solution.
    • The incident should not be Completed or Closed.
  2. In the Related Records tab, click the magnifier icon next to the Related articles field and select the relevant article from the list.
    • Note that the relevant article is the one that has the same service as the incident. If these values do not match, you cannot apply the necessary solution.
  3. In the burger menu , select Standard solution → Add to Work notes.

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.

Only Published articles with a Content item class equal to Standard solution can be used as an incident standard solution.

Complete an incident with a standard solution​

Use Complete ticket when the incident requires a standard solution.

To complete an incident with a standard solution, complete the following steps:

  1. Open an incident that you are going to complete with a standard solution.
  2. Ensure that it is in any state prior to Completed. See the Process Incidents article to learn more.
  3. Scroll down to the Related Records tab.
  4. Click the magnifier icon next to the Related articles field and select the relevant article from the list.
    • Note that the relevant article is the one that has the same service as the incident. If these criteria do not match, the article list will be empty.
  5. In the burger menu , select Standard solution → Complete ticket.

The form is saved automatically.

As a result, Closure information is filled in automatically, and the state changes to Completed. The article body is copied to Closure notes in Closure information.

Apply a workaround to an incident​

To complete an incident with a workaround, complete the following steps:

  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 Know error article containing a workaround.
  4. Click Save.
  5. Click the KE workaround button 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 article used. The Closure code field value is set to Not solved (Workaround).