Hi Guys,
These values will be searched across the following solution fields,
* Solution subject
Good Day,
Let me explain you the current behaviour of ServiceDesk Plus
Behaviour of Solution suggest for technician under resolution feature :
Autosuggestion of solution in the resolution tab will be filtered by using values of the below request fields,
* Request Subject
* Category
* Sub-category
* Item
These values will be searched across the following solution fields,
* Solution subject
* Solution Description
* Keyword
* Topic
If a solution matches with any one of the request fields values, it will be suggested to the technician. If suggestion is available for a particular ticket, Clicking on resolution tab will direct technician to the solution section. If suggestions are not available, technician will be directed to the resolution section.
Few of our customers wanted to have an option where they can decide whether they can use the auto-suggestion feature in resolution tab hence from the build 9237 we have provided this configuration as an option in the database.
To disable the "Show suggestions to Technician" feature kindly execute the query below,
update globalconfig set paramvalue='false' where category='ShowSuggestionsToTechnicians';
Note: This option is available only from the build 9237.
This will make sure that we have the resolution tab by default.