Setting Issues to Automatically Close With Solutions

By default, when an Agent searches the Knowledge Base from the Issue's Description field and selects a Solution to resolve the Issue, the Agent can indicate that the Solution resolves his Issue. Then the Agent can continue to enter the remaining information on the Issue page. (It doesn't matter whether or not the Auto-Suggest Solutions feature is enabled).

 Workspace Administrators can set up the Auto-close Issues feature so that Issues automatically close when a user selects a Solution. (This is the default setting for Customers; for Agents, the default setting is to not close the Issue, and to remain on the create/edit page.)

Notes

  • When both the Auto-Suggest Solutions feature and the Submission Tracking feature are enabled, “Web – Auto Suggest”, is automatically added to the Submission Tracking field to track customer-submitted Issues that triggered successful automatic Knowledge Base searches. Successful searches are defined as searches which resulted in the user being able to indicate that the solution resolved their Issue. In any other case the Submission Tracking value for Customer submissions will simply be displayed as “Web”.
  • When the Auto-Close Issues feature is set to “Auto Close”, it will close issues even if the Agent or Customer role does not have permission to close issues.
  • When the Auto-Close Issues feature is set to “Auto Close”, fields that are mandatory for the Closed status are filled in from the Solution article. If values for some mandatory fields are not found, the user will be prompted to manually fill in the fields before the Issue can be submitted.

To set Issues to automatically close when an Agent selects a Solution

  1. Select Administration | Workspace | Knowledge Base from the FootPrints Toolbar.
  2. In the Auto-close Issues section of the Knowledge Base page, select one of the following options:
    • Do not Auto-Close and remain on create/edit pageThis is the default setting for Agents.
    • Auto-Close and exit page
      This is the default setting for Customers.
  3. Enter your password and click the SAVE button.

 

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