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JAM as C4C knowledge base. Solution finder: Which information is shown up?

Jun 06, 2017 at 08:33 AM

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Hi there.

I'm using JAM as knowledge base for the C4C service solution finder. In some tickets the solution finder shows up some links from JAM at once, in other tickets I get nothing (as long as I'm not using the search box).

This depends on which criteria? (I tried to add some useful tags to the ticket, but this doesn't had an effect) How are the links chosen, that are shown up when clicking on 'solution finder'?

Best regards,

Philipp

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1 Answer

Christian Happel
Jul 03, 2017 at 07:17 AM
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Hi Philipp,

Cloud for Service currently automatically searches SAP Jam based on the title of the service ticket. I have to assume that nothing is displayed only when nothing is being found in SAP Jam based on that ticket title.

If you do the search in SAP Jam directly with the title of the ticket and you get a search result, then I would say that's a bug.
In that case please create a support ticket.

Best, Christian

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