The Status and View Access fields control the availability of a solution. It's usually the Problem Manager who validates and categorizes the solutions and then make the status "Available". They can also determine the View Access to be Public or Internal to control who can use the available solution.
I do not have the guide, but it is called BMC Service Desk: Problem Management 7.0 User's Guide. This guide will be helpful if you can get your hands on a copy. FYI problem manager A person who reviews problem investigations and known errors to maintain the quality and integrity of the problem management process. This person coordinates the assignment of problem investigations and known errors to support staff, and also reviews problem investigation requests and performs business impact analysis. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Monday, January 21, 2008 10:38 AM To: [email protected] Subject: Assigned solution ticket 7.1 ** Hey everyone- I've been reading through the manuals but can't find an answer to this. In 7.1 when you create a solution a ticket is created and assigned to an individual. It shows up in their queue of tickets to work on. What are they supposed to do with it? I can't find any way to "resolve" a solution ticket. Am I missing something here? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
