How to attach solution to a case.

[darmstrong]

Could someone tell me how to attach a solution to a case? I can create solutions all day but cannot attach them to any cases. There is a place to put a resolution in the case but no place for solution. Thanks.

Dustin

[Ram Kumar]

Hi Dustin:

The easiest thing is to add a Custom Field called "Solution" and make it a edit area where users can entered detailed solution.
Adding Custom Fields - Look at Studio in Admin panel.

We have successfully added the Item / Machine Name, Serial Number and Solution custom fields for one of our clients.

With Warm Regards

Ram Kumar
www.rheakt.com

[darmstrong]

Thanks Ram but isn't this very similar to adding a note and labeling the subject 'Solution'? I used to use Oracles product (used to be called Siebel CRM from IBM) and there was a way to attach a solution to a case. This made it an easier workflow for the support tech. All he had to do is create the case then inside the case, he could press a button that would allow him to search for a solution. ONce he found the solution, he could attach it to the case (instead of cpy and paste into a notes section). Thanks for your help however.

I am recommending this workflow to be in 5.

Dustin