FSM - Solutions

Hi Adrian,

In FSM smart client, requests identify the solution through key words we add in the solutions. To map data between solution and request we can use solution map.

solution map defines the table/column names of request related data that will be used when matching keywords in solutions. 

for example, if the keywords of a solution relate to the customer problem description of the request, you'd add a solution map of request.cust_prob_descr  

If you keywords include model id's of the product, you'd add another map entry for request_unit.model_id

this allows the application to use the data from the request and it's children to provide matches to various solutions, and to calculate the relative value of the solution, based on the number of matches.

Hope this helps. Thank you.

Kind Regards,

Kalpani

Hi @Kalpani,

Yes that makes sense and it appears that the two maps you mention are already there by default.

So if I worked on the basis that the REQUEST_UNIT.MODEL_ID map was key to me, should I see REQUEST.SOLUTION_ID get populated with a value? Or is that field more to say that a specific solution was used?

I can also see a host MPM’s relating to ‘solutions’, for example;

<perform_get_solutions>

  <parameters>

    <request_id>10950716</request_id>

  </parameters>

</perform_get_solutions>

Where that request is created with request_unit and model_id relating to a solution I have created.

But I am not getting anything on the response.

<perform_get_solutions_result>

  <response>

  </response>

</perform_get_solutions_result>

Do I need to do anything with solution itself in terms of the status? Or are there other MPM’s that are more relevant to this process?

 Thanks again,

Ady

@Isuru Wijeratna 

That’s great. After I applied some server logging I can see the difference between get_solutions and get_solutionsex.

From a database perspective I can also see the correct solution status to be used too, which I think was key in getting that perform to work.

WHERE

   (

(solutions.active = 'Y' 

      AND solution_status.solution_internal_status = 'RDY') 

      AND solution_keyword.keyword = '2339'

   )

Thank you and @Kalpani too.

Ady