Suggested Solutions still visible even when there is knowledge documents return

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

The Service Point Suggested Solutions box always show up even if the search does not return any knowledge documents, either cannot find any match or the user does not have rights to knowledge documents.

For example

1) Login into Service Point as Employee

2) Search for anything that could return any Knowledge Documents

3) The Suggest Solutions Window will appear with the correct Knowledge Documents

4) As Administrator access the Service Point Employee user Role

5) Set the Knowledge Manager Function Access as None

6) Login into Service Point as Employee

7) Search for anything that could return any Knowledge Documents

8) The Suggest Solutions Window will appear empty 

Is there any way to disable the Suggested Solution box?

 

 

Environment

CA Service Desk Manager/Service Point 17.3 and 17.4

Resolution

This Suggested Solutions box will always show, no matter if there are some matching Knowledge Documents or not.

Therefore this is working as designed.

There is an idea/enhancement request posted on community web site

https://community.broadcom.com/idea/suggested-solutions-visible-even-if-kmgr-functional-access-is-set-to-none