Auto suggest solutions to technicians
Use Case
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.
Steps
1. Stop the services.
4. Run the below query
update globalconfig set paramvalue='true' where category='ShowSuggestionsToTechnicians'
5. Start the services.
Note:
If the solution are not suggested, please try reindexing using the steps here.
New to ADSelfService Plus?
Related Articles
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 Hide the Solutions for Requesters
Logon to the application as administrator. To Hide the Solutions In the Home tab, click on the Customize menu as shown in the below tab, and select on the Requester Home Page, In the theme tab , select on the edit button on the theme in which you ...
How Public and Private solutions work?
ServiceDesk Plus 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 ...
Query to display the solution details, including helpful/not helpful ratings and the number of comments added
QUERY: SELECT solution.solutionid "Solution Id", Solution.TITLE "Title",KB_Topics.TOPICNAME "Topic", Sol_StatusDefinition.STATUSNAME "Status",solutioninfo.ispublic "Visibility",solutioninfo.noofhits "View(s)", Creator.FIRST_NAME "Created By", ...
SAML Auto Login with ADFS (in Intranet)
Steps to enable Auto-logon: Step 1: In the AD FS server, under Authentication Methods, make sure that Windows Authentication is selected. Step 2: Run the below powershell query to check if "Chrome" is present in the supported WIA agents: ...