Use case scenario: An incident exists. The Incident solution is found in the Knowledge Base (KB).
The following actions are involved in the process:
Search Solution
Allows you to start the Knowledgebase search for a solution.
Use
Allows you to accept the solution you pick from the Knowledgebase queue list. This results in creation of a new ticket description of the solution type.
To search solution in Knowledge Base:
Continue with the opened Incident editor.
Click the Search Solution button to initiate Knowledgebase search.
The shorttext of main description may be already pre-filled in the query field.
The Knowledgebase search starts automatically.
Depending on the configuration, a preview of solution documents is shown as well.