Solution Applicability enables administrators to control which solutions are displayed during service processes based on the Installed Product associated with a Work Order, Case, or Service Request. This ensures that users see only the solutions that are appropriate for the asset being serviced, improving resolution accuracy, service consistency, and operational efficiency. Administrators can create, edit, or delete Solution applicability entries to define which Solutions should be available for different Installed Products.

When an Investigation is created from a Work Order, Case, or Service Request, the system identifies the Installed Product associated with that record. Each solution can include applicability entries that define the Product, Product Line, Product Family, or relevant Custom Field values for which the solution applies. The system compares the Installed Product properties with these applicability entries and displays only the solutions that meet the applicability criteria.

Administrators configure how the system identifies the Installed Product on the Installed Product Source Configuration page. For more information, see Installed Product Source Configuration.

Product Applicability Rules control whether the system filters solutions based on the properties of the Installed Product. When these rules are enabled, the system compares the Installed Product properties such as Product, Product Line, Product Family, or relevant custom fields with the applicability entries defined on each solution. Only solutions whose applicability entries match the Installed Product properties are displayed. Solutions without matching applicability entries are not shown when matching rules are enabled.

Administrators can configure Product Applicability Rules. For more information, see Product Applicability Rules.

Solution applicability entries are optional. Solutions can exist without applicability entries.