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Need to list tickets logged in past

Lavanya MC

In JSM portal user is logging any ticket, we want to list other tickets logged for similar issue in the past.

Accepted answers

Mark Higgins

Hi Lavanya,

From what I understand, the Help centre will search your 'Knowledge Base', when someone enters details into the search.

If a confluence page (as in a help article) is in existence, then it will start to display.

Hence, when the previous tickets where created, the Khowledge base needed to be built and then added to, as the service agent resolves tickets.

You could then link the tickets to the confluence page.

I don't believe you can get JSM to read the project and find 'like minded' requests.

Hope that helps

Mark

Sayed Bares [ServiceRocket]

@Lavanya MC I believe you are looking for a way to show similar issues in JSM. If that is the case then enable Similar requests feature in your JSM projects.

All comments

Mark Higgins

Hi Lavanya,

From what I understand, the Help centre will search your 'Knowledge Base', when someone enters details into the search.

If a confluence page (as in a help article) is in existence, then it will start to display.

Hence, when the previous tickets where created, the Khowledge base needed to be built and then added to, as the service agent resolves tickets.

You could then link the tickets to the confluence page.

I don't believe you can get JSM to read the project and find 'like minded' requests.

Hope that helps

Mark

Sayed Bares [ServiceRocket]

@Lavanya MC I believe you are looking for a way to show similar issues in JSM. If that is the case then enable Similar requests feature in your JSM projects.

Lavanya MC

@Sayed Bares [ServiceRocket] In JSM portal I want

Lavanya MC

It will be helpful Thank you @Mark Higgins

Lavanya MC

But what ever you suggest this link also helpful for me Thank you @Sayed Bares [ServiceRocket]

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