Auto suggest solutions to technicians
When a request is created, solutions can be auto suggested to technicians under Resolution Tab with a bulb icon. Based on the subject keywords the available solutions will be suggested to the technician which will help them narrow down the right solution.
1. Stop the services.
4. Run the below query
update globalconfig set paramvalue='true' where category='ShowSuggestionsToTechnicians'
5. Start the services.
If the solution are not suggested, please try reindexing using the steps here.
How Public and Private Solutions work
ServiceDesk Plus MSP allows you to publish knowledge base solutions as either public (available for all requesters and technicians) or private (accessible only by technicians). To make a solution public, while adding/editing the solution select the ...
How to restrict automatic association of technicians to an account / sites ?
This article is applicable from 10600 builds. Scenario - At times the technicians will see extra Accounts / Sites in their login. Below is the reason and its solution : -> While creating an account, a common site will be automatically created by ...
Query to show Solutions and its associated fields
MSSQL: SELECT solution.solutionid "Solution ID" , max(Solution.TITLE) "Solution Title", max(KB_Topics.TOPICNAME) "Solution Topic", max(Solution_Keywords.keyword) "Keywords", max(owner.FIRST_NAME) "Solution Owner", ...
Query to get solutions account based
PGSQL & MSSQL: SELECT solution.solutionid "Solutionid", KB_Topics.TOPICNAME " Topic",Solution.TITLE "Subject ",Solution.DESCRIPTION "Contents",solutioninfo.noofhits "Views",Creator.FIRST_NAME "Created By",longtodate(SolutionInfo.CREATEDTIME) "Created ...
Run this query under Reports->New Query Report and export it to the desired format SELECT solution.solutionid "Solutionid", KB_Topics.TOPICNAME " Topic",Solution.TITLE "Subject ",Solution.DESCRIPTION "Contents",solutioninfo.noofhits ...