Behavior of Account and Solution Mapping and workaround to hide all Solutions from a new Account

Behavior of Account and Solution Mapping and workaround to hide all Solutions from a new Account

The solutions are mapped to the Topics and Topic Groups and are allocated to the respective groups. Yet the problem is all the solutions are listed under All Topics options. When a new Account is created, it is defaulted to All Topics. Hence, a new Account is able to see all the Solutions without even having to map them to a Topic Group. We have to change it manually to Specified Topic Group.

The behavior is, 

When an All Account Topic Group is not present in the application, all the Solutions will be associated with All Topic and those will be shown to the New Account. 

When there is a All Account Topic Group present, in the application, only the topics that are selected under the All Account Topic Group will be listed in the New Account created. 

With this behavior, we can have a workaround to hide all Solution from the new Account. 

>> Create a Dummy Topic as shown below. Do not add any solutions under this topic. 

>> Now, click on Topic Group and add a new Topic Group as shown below. 

>> Associate the Dummy Topic (that contains no solutions). Make sure that the All Accounts option is selected. 

>> On adding the new account, the Topic Group will be set to the All Account Topic Group, where no solutions are associated. 

>> None of the solutions will be listed to the Contact under this New account since we haven't associated any solution to the dummy topic present under the All Account Topic Group. Please refer to the below screenshot of a Contact's login to a new Account. 

>> You may later associate the Topic Groups for the new Accounts created as per your preference. 

We have also raised a feature Request, 6812 to give an option to select No Topic or All Topic while creating a new Account. 

                    New to ADSelfService Plus?

                      • Related Articles

                      • Workaround to add Customized Header Image

                        This is applicable only 110XX builds (till 11021). In 11021 users are unable to change the logo of the header image due to the Issue ID - 2538. Below mentioned is the workaround to add Customized Header Image.  -> In the application path ...
                      • Apply Contract to All Requests raised by this account option is greyed out while creating a new contract

                        1. Whenever I put in Expiry date the checkbox for Apply Contract to All Requests raised by this account becomes greyed out. --> This will happen if there is another active contract for the same period. Two rules are applied while creating a contract ...
                      • To change Solutions tab title to knowledge base

                        C:\SupportCenter\server\default\lib\classes\resources\  Copy above file and put it under C:\ManageEngine\SupportCenter\custom\i18n. Change the key ''  to ...
                      • Workaround for issue with Product based Contract

                        There are issues with creating Product based Contracts. While trying to create Contracts for Specific products and selecting about 50 or more products, we are getting the Loading failed error as shown below. This is because of reaching the throttle ...
                      • Scripts to update request status when a new reply is received.

                        Please do refer to the below steps to change the status when a Contact sends a new reply to the ticket. 1. Download the script files from the below link and extract them and place it under..\ManageEngine\SupportCenter\integration\custom_scripts - ...