We use the Problems module for problem management and when workarounds and solutions are added to the problem, they are then added to the Solutions module as a knowledge article.

We are receiving feedback within our business that from a problem management perspective, the process of getting the information into a Solutions article is onerous and time consuming for workarounds. The process we seem to need to follow to do this is:

- Enter a workaround in a Problem

- Select our Known Errors solutions topic/category to add it to

- Go to Solutions module

- Submit the article for approval

Then when the permanent fix to the Problem is made, we need to record the Solution in the problem, and go through the above process again to add it as a Solutions article. In addition, we would likely need to remove the workaround as a permanent fix has been made.

Surely there is a better way to do this? How do others handle workaround and solutions on Problems and adding them as Solutions articles and known errors?

Thanks,

Daniel Comley