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FAQs for Smart Suggestions, View in My Activity, and Superbox

This section provides information about the following topics:

Smart Suggestions

Can I go back to the ticket if I click any record in the Smart Suggestions pane?

You can click Back on the top-left corner of the window to go back to the ticket for Broadcasts and Self Help Articles sections only. The Smart Suggestions panel continues to display the recommendations from the previous search.


How can I close the Smart Suggestions pane?

Click x on the upper-right corner of the Smart Suggestions pane. Note that the Smart Suggestions pane is closed only for the current ticket. It is displayed again when you create a new ticket.


Why can't I see the Self Help Articles section in the Smart Suggestions pane?

You can see the Self Help Articles section in the Smart Suggestions pane only if your administrator has configured for it to be displayed.


Why can't I see Smart Suggestions when I type in the Category or the Service fields?

Typing the characters in the Category or the Service fields does not show Smart Suggestions unlike the Description field. You must enter a value in the Category or the Service fields to see Smart Suggestions.


Is there a limit on characters that should be typed in the Description field to see Smart Suggestions?

For the English language, at least two characters should be typed in the Description field to view Smart Suggestions. For the Japanese language, the minimum number of characters is one.


If I close the Smart Suggestions pane, will it be shown the next time I submit a ticket?

Once you close the Smart Suggestions pane while submitting a ticket, it is shown again only when you submit a new ticket or open a ticket template from the Superbox search results.


What are the locations from where I can see Smart Suggestion?

The Smart Suggestions pane is shown when you open any incident template from the Superbox search results or you click the Submit a Ticket link on the Search page.


Why does the Service Request section show a zero count in Smart Suggestions when there are Service Request Definitions configured for a category?

Only selecting a category does not show service requests in the Service Request section of Smart Suggestions. To view service requests in the Service Request section, ensure that you select either a service or you type a description when you select a category.

Exporting records from View in My Activity 

What is the maximum number of records that I can export from View in My Activity?

You can download up to 2000 records. If there are more than 2000 records, a note is displayed in the footer of the CSV file indicating the same.

Superbox search 

Why can't I see the Submit a Request button on the Search page?

You can see the Submit a Request button on the Search page only if your administrator has configured for it to be displayed.

 

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