We are testing out Solutions. I do not see a way to link the solution to the incident as the resolution. How do you do this?
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Linking Solution to ticket
Best answer by eeha0120
HI.
Currently, Article Solutions can be linked to Problems, not to Incidents or Request.
They can be linked either as Workaround or a Permanent Solution:
+12HI.
Currently, Article Solutions can be linked to Problems, not to Incidents or Request.
They can be linked either as Workaround or a Permanent Solution:
Oh man. That is crazy! I thought you could link Solutions with Incidents. That is a major shortcoming it seems.
+12shannon.mejia wrote:
Oh man. That is crazy! I thought you could link Solutions with Incidents. That is a major shortcoming it seems.
That’s correct.
You can reference to Solutions in your replies to Incidents/SR (Tickets), but they will, technically, not be linked.
You can link an Incident to a Problem and the Problem to a Solution.
In today’s session, it was mentioned that some enhancement will come to the Solution Articles, and they also mentioned about the Solution Article Generator (which seems will be available only for Enterprise Plan).
If you’re going to create a FR/ER, please share it, as I’d definitely vote for it. I also miss being able to link Solutions to Incidents as well.
Regards,
I created a feature request. GO vote for it :)
1 person likes this
+12shannon.mejia wrote:
I created a feature request. GO vote for it :)
Done! Thanks for sharing.
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