Disable suggested solutions in Service Point

[Sanjh Verma]

Dear All,

    We need to disable suggested solution from service point.
Please let us know how can we achieve that.

Thanks,
Sanjh

[Paul Coccimiglio]

We have had other clients ask the same thing.

Engineering reviewed the source code and unfortunately, there is no option to disable it.

The UI widget in the web page is tied to a URL that makes an API call to display suggestions. The backend code does not have a way to ignore or return empty.

An idea can be created for this to be considered for the future.

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Paul Coccimiglio
Principal Support Engineer
Broadcom Inc.
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[Sanjh Verma]

Thanks Paul for your reply.

  Is there any way that we can hide that section completely.

Thanks,
Sanjh

[Paul Coccimiglio]

I am not aware of how the section can be hidden completely.

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Paul Coccimiglio
Principal Support Engineer
Broadcom Inc.
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[Bruno Zidarevic]

Hi Paul,

Is it possible to configure suggested solutions in Service Point to show tickets related to description of new ticket that is being opened in Service Point. Currently I can only see knowledge base documents.

Thanks and BR,

Bruno

[Chi Chen]

Hello Bruno, currently there is no supported/configurable way of doing that. thanks _Chi

[Richa Pathak]

Hi Bruno, 

The challenge with showing tickets related to description is the potential violation of data privacy. We cannot show tickets created by other users in the suggestions. One option could be to show those tickets of the logged-in user which match the description. I would suggest creating an idea for this. Thanks.