Adding automatic Solution suggestions when creating a new incident

It would be an added value if knowledge base articles (solutions) are suggested whenever a user starts to create a new incident through the portal. It currently suggests "Services", which might apply in some cases, but it seems suggesting Solutions makes much more sense. At least for us as we are building a fairly comprehensive knowledge base, based on our most frequent tickets and "how to" type helpful hints.

I'm currently doing this with automation and keywords or category/subcategory. But, that requires many custom automations.

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SolarWinds Service Desk

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Comments

TWilliams_VPS

This requested feature was a big part of my organization's decision to select Service Desk as our next IT Ticketing platform. It's pretty disappointing to learn that this isn't a native feature. We were under the impression that it was.

TWilliams_VPS

@ThimesX18 Can you share with me your workaround for this? The automation settings you have setup?

ThimesX18

Hello, I have setup keyword automations so that when certain words are included in the incident the user gets an email reply with a link to the solution. I also have a couple others that trigger on Category and subcategory; however, they rely on the user selecting cat/subcat correctly which is sometimes wishful thinking.

Keyword example for Zip file issues.

Trigger: Object created

Scope; Incident/Service Request

Condition: keyword: [Zz][iI][Pp]|[eE][Tt][Rr][Aa][cC][Tt]

Action: Ad Hoc email, To: Requester,

Subject: Incident {{incident_number}} Zip Solution

Email body Text:

Hello,

We received your Help Desk ticket for a Zip file issue. Have you tried the steps in the Knowledge Base article?

Click Here: 7-Zip Solution

If that doesn't help solve your problem, add a comment to your ticket and a technician will assist you.