Proposing answers

Sometimes a customer’s question is common enough that you believe other customers should also have access to the answer. If you believe this information belongs in the knowledge base, you can propose the incident as a potential answer that customers can view without needing to submit an incident.

To propose an answer from an incident:

1	Right-click the incident on the content pane and select Propose.

Or

With the incident open, click the Propose button.

2	Review the proposed answer and make any necessary edits.

3	To add a note to the proposed answer, click in the Notes field and type your comments.

4	To add or remove any products or categories associated with the proposed answer, click the Products and/or Categories tab. Select those you want to associate with the proposed answer, and clear those you do not want to associate with the answer.

5	To add any files that are permanently attached to the incident to the proposed answer, click the Files tab. Select the check box next to any file you want to propose with the inci­dent.

6	Click the OK button to submit the incident as a proposed answer.

Copyright © 2000, , Oracle Corporation and/or its affiliates. All rights reserved. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.