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Help Topic: Checking for a resolution in the Solution Center

This lesson explains how to check for a Resolution for your Ticket in the Solution Center.

When a Ticket is raised, you can run a search on previously resolved Tickets which may have the answer you need for your current Ticket. 

When you are in a Ticket and want to check for a Resolution in the Solution Center, you will first need to locate the 'Timeline'.  In the below example it is in the General Tab, but your Administrator may have moved this elsewhere within the Layout Designer. 

You then need to click on the Plus Sign shown above in the yellow circle

And from the box that appears, select 'Check for a Resolution in the Solution Center'

Add some Keywords regarding your Ticket and click 'Find Tickets'.  The system will then search all previous Tickets and Responses to find you anything which might be relevant

If an answer on a previous Ticket is what you need to send for your current Ticket, click into the text response and a Dialogue Box will pop up and the text will be populated, so all you need to do is 'Send Dialogue'