(Originally posted on 5, February 2014)
When end user fills in the short and long description it will use those as keywords in a solution search. If none of the top 10 are helpful they can click continue to create request". Also a report can show the admin how many tickets (ie %) were "deflected" by helpful solutions. This would be good incentive to write good solution articles and have good/smart keyword searches."
|What problem will this feature solve?:|