Note

   

This documentation supports the 20.22.01 version of BMC Helix Remedyforce.

To view an earlier version, select the version from the Product version menu.

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

This section provides information about the following topics:

Smart Suggestions 

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.


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.


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


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.


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.


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.


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.


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 

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 

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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