Solution Database

[Former Member]

Hello,

What is the difference between adding an entry in the solution database and creating solutions and problems using the IS01 t-code? Also, if we create solutions and problems using IS01 can we search them in the service desk message in the solution database tab without creating an entry in the solution database?

Thanks,

Rinkal

[Former Member]

Thanks for your quick reply. But, I am able to attach only those entries made in the solution database. I can however, see the individual solutions and problems created using IS01, in the Solution database tab, but unable to select and save them in the ticket.

Please advice.

Thanks again,

Rinkal

[r_rajeshkumar]

Hi,

When you search for a problem or solution using a key word it will list all those problems / solutions which are present in the Solution Database with that Key word.

Expand the relevant problem/solution(s) which you want to attach and click on the Add to Cart checkbox.

This will add an entry or entries (depending on the number you had chosen) in the Solution Database tab.

You will be able to view the same by clicking on Dispay Solution button under Solution Database tab.

Regards,

Rajesh Kumar

[prakhar_saxena]

Hi,

check this blog & note

/people/dolores.correa/blog/2007/10/06/service-desk-solution-database

1022680 Create SDB entry from Service Desk

Hope it helps

Regards

Prakhar

Edited by: Prakhar Saxena on Aug 3, 2009 4:05 PM

[r_rajeshkumar]

Hi,

Solution Database is the place where you store your problems and solutions. It is one and the same.

if we create solutions and problems using IS01 can we search them in the service desk message in the solution database tab without creating an entry in the solution database

Yes. It is possible to search the Problems and solutions created using IS01, through a Service Desk Message.

Regards,

Rajesh Kumar