...
This parameter manages the ability to use recently resolved tickets to find solutions for open tickets.
Title | Description |
| ID | 941 |
Parameter Name | KB_ARTICLE_SEARCH_INCLUDE_TICKETS_RESOLVED_WITHIN_PERIOD |
Parameter Description | Set a time period of resolved tickets that can be included in a search for solutions that are recorded on resolved tickets. This allows Analysts to extend their search for solutions from a ticket, to include older ticket solutions which may not yet have been formalized as approved Knowledge Articles in Knowledge Management. The system default is ‘None’. Choose an alternate value to allow recently resolved tickets to be searched and used to resolve open tickets. |
Default value | None |
Valid value | Radio button Options |
Impact Area | Search Solutions |
Appears on InterfaceAgent | Agents |
MAX_EXPIRY_PERIOD
| Title | Description |
| ID | 968 |
| Parameter Name | MAX_EXPIRY_PERIOD |
| Parameter Description | Set the maximum number of days after which the KB article will expire. |
| Default value | 180 days |
| Valid value | You can specify the number of days according to your requirement but should be less than or equal to the maximum number of days specified. |
| Impact Area | Search Solutions |
| Appears on Interface | Agents |