How to detach a solution of a ticket?

Document ID : KB000012746
Last Modified Date : 14/02/2018
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Introduction:

There are a lot of scenarios that a solution of a ticket would need to be detached. For example, the solution was added to the ticket by mistake, or the

solution is not valid anymore. Therefore, the Service Desk Manager users and analysts would need to know how to detach/remove the unwanted solution

of a ticket. As the steps to detach a solution are not obvious this tech doc gives detail steps how this can be done.

Question:

How to detach a solution of a ticket?

Environment:
Service Desk Manager/CMDB 12.x and 14.x on windows or Unix/Linux OS
Answer:

Follow these steps:

1.       Open the ticket

2.       Click on the Logs tab to expand the ticket’s activity log list

3.       Click on KT Solution Linked – to open the attached KB

4.       Below the page option box,  you will see a box with “ Click here to unlink the Solution from the incident  XXXXXXXXXX” where ****** is the incident number.

       Click on thus link and the solution is detached from the ticket

Additional Information:

There is a community discussion:

https://communities.ca.com/ideas/235733931

on this topic. This tech doc gives the same steps outlined in this community thread.