Our users consistently enter in error messages into the search. We would like to be able to provide an article explaining the error message. That way users will get more information about an error and then decide if they would like to submit a ticket anyway.
The issue here is that the error message generally contains information specific to the customer and therefore would be impossible to create articles for each error message for each customer.
Example Error Message: ALERT: FileSystem "/opt/local/forgdiam/DATA" utilization status at "awva-pclap02519" is Warning
If we create an article with any variation of ALERT: FileSystem "XXX" utilization status at "XXX" is Warning
The article does not come up when searching but if the user removes the text in the first set of quotes then the article will show up. Currently, we are not in a position to change the wording of the error.
We could create an article like ALERT: FileSystem "XXX" utilization status at "XXX" is Warning
Where the XXX would match whatever information was provided. This would allow any customer to find the article explaining the error.
When a user searches using the error message that includes information specific to them an article will come up explaining the error message.
- Example Search: ALERT: FileSystem "/opt/local/forgdiam/DATA" utilization status at "awva-pclap02519" is Warning
- Potential Example Match Article: ALERT: FileSystem "XXX" utilization status at "XXX" is Warning
Description/Example/Use Cases/Proof of End-Users Requesting:
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