Skip to Content

This blog is designed to help in understanding the concept of how Similar Ticket and Solution Finder works in Cloud for Customer.

Similar Tickets: System searches and return the tickets matching with the text which is entered in search area.

Solution Finder: System searches KB articles with respective to the issue reported in the service ticket with the help of Mind Touch integration or JAM integration.

Now coming to the question most of us have in regards to how the Search and Reset button in Similar tickets and Solution Finder works.

When you open any ticket there are no “similar tickets” shown (this is done for performance reasons), Now if you click on “Search” without any text in it – it would simply run a search on empty “” string >>and an empty “” string would return the tickets of the same customer / employee (for which the current ticket is reported for). Same thing happens when you press the “reset” button in Similar Ticket – it would simply run a search on empty “” string.This is very well an intended behavior.

The way Solution Finder works is different than the Similar tickets. When you press reset button in solution finder,it looks for the tags that have been generated for the ticket under observation- the tags are generated during the initial ticket generation using text analysis (it parses the subject and description from the ticket to generate tags) or could be later added to the ticket in the UI itself.

Even in Solution Finder, clicking on reset button twice (or thrice for that matter) would not eliminate the results if there were any tags generated for the ticket – it would simply keep returning the solutions based on the tags. If however, If there are no tags for a ticket, it would of course eliminate any text and return an empty solution set.

With this we come to the end of this blog which explains the difference between similar ticket ad solution finder option in Cloud for Customer.

To report this post you need to login first.

8 Comments

You must be Logged on to comment or reply to a post.

  1. Mithun Suthar

    Hi Lakkur Sathya Swaroop

    Thanks for sharing this information its really helpful.

    I need to know how to use “Solution Finder” With MindTouch system.

    Is this direct configuration or Custom enhancement?

    If standard configuration than where we need to maintain ?

    Regards,

    Mithun

    (0) 
      1. Mithun Suthar

        Thanks Suchita,

        But we are using separate mashup to display result because we can not able to embed within the Solution Finder. because we are not getting placeholder called embed with solution finder but similar option called embed near to solution finder.

        Regards,

        Mithun

        (0) 
        1. Frankie Fan

          Hello Mithun,

          Have you finished integration with MindTouch?

          I have some questions about it.

          How could I do some configurations then I can make MindTouch as the KB of Solution Finder? Now I have created a data mash up in C4C.

          When I search in SOLUTION FINDER, the error message raised:

          Your SAP Jam user configuration is incomplete; please contact your admin“.

          I want to have the following result:

          MindTouchSearch.png

          (0) 
  2. Saurabh Saxena

    Hi Sathya,

    Thanks a lot for sharing this information. I have few clarification if you can help in clarifying those.

    1. It is mentioned that “Similar Tickets” searches for tickets for same customer/employee. Does it mean that if there exists a similar ticket for another customer then it would not be returned in “Similar Tickets” of a ticket created for a different customer?

    2. May you please provide some details on which all texts the “Similar Tickets” search work? Does it work on description or also on the texts included within various interactions/notes of a ticket?

    3. I got little confused on “Solution Finder”. It appears that it searches KB articles from the definition as per in article. However, the latter part of the article suggests that it also searches tickets using tags. I would like to know if “Solution Finder” also/can return tickets as result or it only searches KB articles?

    Regards,

    Saurabh

    (0) 
    1. Lakkur Sathya Swaroop Post author

      Hello Saurabh,

      Answering to your questions.

      1. It is mentioned that “Similar Tickets” searches for tickets for same customer/employee. Does it mean that if there exists a similar ticket for another customer then it would not be returned in “Similar Tickets” of a ticket created for a different customer?

      Ans: Sorry for the typo in the blog. I have made the changes now. It does bring the results of other customers/employee too when searching for the text you enter in search field.


      2. May you please provide some details on which all texts the “Similar Tickets” search work? Does it work on description or also on the texts included within various interactions/notes of a ticket?

      Ans: It includes various interactions/notes of the ticket. I just checked with our internal system and it works.


      3. I got little confused on “Solution Finder”. It appears that it searches KB articles from the definition as per in article. However, the latter part of the article suggests that it also searches tickets using tags. I would like to know if “Solution Finder” also/can return tickets as result or it only searches KB articles?


      Ans: Solution Finder only returns KB articles based on the text which you enter, However clicking on reset button twice (or thrice for that matter) would not eliminate the results if there were any tags generated for the ticket – it would simply keep returning the solutions based on the tags. If however, If there are no tags for a ticket, it would of course eliminate any text and return an empty solution set.


      Hope this clarifies your queries.


      Regards,

      –Swaroop

      (0) 
  3. Arumita Sengupta

    Hi Sathya,

    Thank you for sharing the information . For similar tickets when the user search for it then ”’string .. and an empty ”” string will return . However the reset button should eliminate the results for a better user experience.

    Regards

    Arumita.

    (0) 

Leave a Reply