Disabling users from self-solving tickets with linked articles

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1 Comments

  • Ben Fulton

    We really need two switches here—one for the user solving the problem when they follow a link to the article, and another that enables them to solve when they go to an *unlinked* article. What is happening to us is that user are *unintentionally* solving tickets when they get a confusing message while they are browsing Guide for other reasons, partly because the message they see on Guide doesn't do anything to remind them about the contents of the ticket. If the notification at least quotes the subject line of the referenced ticket, that would be a huge improvement.

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