Enabling Auto-Filtering

By default, when an agent searches a knowledge base from a ticket's Description field, the most popular solutions are displayed, regardless of the ticket's classification (such as a hardware Issue). To give priority to solutions that are more appropriate for the ticket, you can select fields in other containers to use as filters.

For example, if you configure the Category field in a workspace as an Auto-Filter field, the returned solutions list will include only those solutions that match the category selected on the ticket. Fields used by only one item and shared fields can be designated as Auto-Filter fields.

The more fields you configure as Auto-Filters, the more specific the knowledge base search will become. The list of possible solutions is limited further by each additional Auto-Filter, reducing the number of solutions that your users must review to locate the one they need.

The following topics are provided:

To enable Auto-Filtering

1. Open the item where you want to enable Auto-Filtering:
   1. Click the Administration tab.
   2. In the appropriate section, click the name of the container, or click Manage to open the container Administration page. Then double-click the container.
      The container details page appears. 
   3. In the left pane, click the item link (such as Record Definitions for workspaces or Contacts for address books).
      The Items page appears. 
   4. Double-click the item.
      The item details page appears. 
2. Click Fields.
3. Select the field that you want to use as a filter, and click Edit.
4. Scroll to the bottom of the page, and select Enable Auto Filter.
5. Click Save.
6. Publish the container to implement your changes:
   1. In the breadcrumb trail, click the container link.
   2. Click Save and Publish.
      A confirmation message appears.
   3. Click Yes.
      The Publication Succeeded message appears, showing the number of errors and warnings.

To disable Auto-filtering

1. Select the field that you want to stop using as a filter, and click Edit.
2. Scroll to the bottom of the page, and clear the Enable Auto Filter field.
3. Click Save.
4. Publish the container to implement your changes:

   1. In the breadcrumb trail, click the container link.

   2. Click Save and Publish.

      A confirmation message appears.

   3. Click Yes.

      The Publication Succeeded message appears, showing the number of errors and warnings.

Related topics

Configuring fields

Configuring knowledge bases