Ticket Specific Settings

The 'Ticket Specific Settings' tab deals with:

• how KnowledgeCenter uses Valuemation ticket/ticket description attributes to search for solutions, i.e. parameters specifying query construction
• how ticket description attributes are automatically filled in on the basis of KnowledgeCenter solutions, i.e. parameters specifying search result processing

Parameters Specifying Query Construction

• Query by Ticketshorttext

  If Query by Ticketshorttext is set to True, then value of attribute 'Shorttext' is passed over to KnowledgeCenter to form the query.

• Query by Reference1
• Query by Reference2

  In Ticket, it is possible to specify two object types (Reference 1 Type, Reference 2 Type) as relevant for the ticket description. This makes it possible to link objects of these object types to the ticket description.

  Reference 1 and Reference 2 can be used in the KnowledgeCenter query when 'Search Solution' is called on the ticket. Reference 1 and Reference 2 of the main ticket description are used if the ticket is new. Otherwise Reference 1 and Reference 2 of the specific ticket description for which the 'Search Solution' action was called are used. (See use case 'KnowledgeCenter Search For Incident Solutions'.)

• Query by Ticketfreetext

  If Query by Ticketfreetext is set to True, then Ticketfreetext value is passed over to KnowledgeCenter for use in the query.

If more than one ticket attribute (Query by Ticketshorttext, Query by Reference1, Query by Reference2, Query by Ticketfreetext) is used, then all of them are passed over separated by spaces, which is by default interpreted by KnowledgeCenter as an "AND" query.

Parameters Specifying Search Result Processing

• Solution Statement Type Code

  Value used for the Statement Type Code attribute of a new ticket description created from a KnowledgeCenter solution. By default these ticket descriptions are of statement type 'Solution', which corresponds to statement type code 'LSNG' ("losung").

• Solution Reference 1
• Solution Reference 2

  Values used to populate Reference 1 and Reference 2 attributes of the new ticket description created from a KnowledgeCenter solution.

• Solution Reference 1 Type
• Solution Reference 2 Type

  Values used to populate Reference 1 Type and Reference 2 Type attributes of a new ticket description created from a KnowledgeCenter solution. Typically, Keyword (Schlagwort) will be used here.

• Target Field For Solution

  Field which will be used to store the solution description.