A case resolution is the description of the solution given to a particular problem. If it is a common problem, you can save the solution as a global solution.
A global solution is a generic solution description based on one or more cases. It can be created from a case, but it can also be created without a case to begin with. It can be created from a case, or created in advance, independent of a case. It documents a problem and at the end of the time period, specifies the resolution for it.
Global solutions are useful because they can be accessed using a search, when you want to find resolutions for similar cases.
The accessibility of the global solution is determined by
its publish type. The publish type specifies whether it is accessible
externally, internally, or whether it will not be accessible at all. The global solution will be associated to the case from which
it originated. You can enter a description for the global solution in the
predefined language and also translate it to a local product description.
Business objects can be connected to a global solution. Every time a significant
action is taken against a global solution, a journal record is created
automatically.
By default, a global solution belongs to the organization that created it; but it can also be dispatched to a relevant queue or assignee in another organization. After the global solution is completed, it can be approved by the solution owner. This makes it accessible within the specified parameters.