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C4C Service Ticket automatic solution finder

Hello,

when you click on search at the Similar Tickets section, the system automatically searches for a solution for the current ticket.

Is this also possible at the Solution Finder section?

If not, does anybody know if this feature is coming in any future release?

Thank you and BR,

Roman

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1 Answer

  • Apr 13, 2017 at 10:46 AM

    Hey Roman,

    Actually if you want to search for a Solution, Solution Finder is the correct place for it. Similar Tickets only does a search based on existing tickets in your system.

    Please note, for Solution Finder to work, you need to have an external Knowledge Base provider for e.g. SAP JAM or Mindtouch. These are pre-configured mashups already in Administrator. Refer to the Admin Guide for detailed steps on setting up the integration.

    Hope this helps.

    Jameel

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