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Title
What's new 12.0 - Knowledge Base articles suggested at ticket creation -
Description
One of the new features of the KACE Systems Management Appliance (SMA) is when a ticket is being created, it will suggest KB articles from the SMA to the user, for more visibility on the local Knowledge Base. -
Resolution
This feature is automatically enabled, and cannot be disabled for the time being. It won't show up if there are no applicable results, and will also be dismissed if the user clicks on another section of the page.
UPDATE: As per popular demand, this feature can now be toggled off on version 12.1 of the SMA. The checkbox is inside per queue, can be found here:
Service Desk | Configuration | Queues | Select the Queue | "Allow Knowledge Base article suggestions"
Results will appear as the user types the title on the ticket dynamically. After the ticket is created, this function is deactivated on the same ticket.
Example:
