> For the complete documentation index, see [llms.txt](https://docs.alemba.com/asm-eos-10.5/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.alemba.com/asm-eos-10.5/asm-gaia-10.4/setup-and-configure-asm/setting-up-your-system/system-administration-settings/self-service-portal/question-mappings.md). # Question Mappings Users who are registered on Self Service Portal can Ask a Question. You can create question maps so that when they specify particular knowledge profiles, services and/or issue types, a particular call template will be used to log a call for their question. ### Creating a Question Mapping {% hint style="info" %} ### Before you start You must have **Self Service Portal Setup** enabled within your General Access Security Role in order to configure any Self Service Portal administration settings. **Ask Questions** must be selected in the Self Service Portal Settings window for Users to use this feature. {% endhint %} 1. Select ≡ > **Admin** > **System Administration**. The System Administration window appears. 2. In the Explorer pane, expand **Self Service Portal**. 3. Select **Question Mappings** to open the window. 4. Existing question maps are displayed in the browse table. You can see the name of the question map, the knowledge profile, entity and issue type it is filtered by, as well as the call template users are presented with on selection of these options. You can adjust the column widths if required. 5. Select the **Edit** icon. The Question Mapping Details window appears. 6. In the Name field, type a name for the Question Mapping you are defining. 7. Specify the option/s for the Question Map. You can select one or a combination of the following options:
Knowledge Profile

Select the checkbox to filter the question map by knowledge profile. Then select and pick an option from the Knowledge Profile list.

The options within this list are defined in Knowledge Profiles.

ServiceSelect the checkbox to filter the question map by service. Then select a service using the search function.
Type

Select the checkbox to filter the question map by issue type. Then select and pick an option from the Type list.

The issue types in this list are defined in Type Tiers.

Call Template

Use the drop-down list to select the call template you want to use for the question map.

The call templates in this list are defined in Type Tiers.

Select the **Save** icon to save the changes. Provide the Change Reasons if prompted to do so. {% hint style="warning" %} If you leave all of the options deselected, you will receive a warning message that the system default question map already has these settings, and will not be able to save your changes. You must select at least one of the filter options. {% endhint %} ### Updating a Question Mapping 1. Select ≡ > **Admin** > **System Administration**. The System Administration window appears. 2. In the Explorer pane, expand **Self Service Portal**. 3. Select **Question Mappings** to open the window. 4. Existing question maps are displayed in the browse table. You can see the name of the question map, the knowledge profile, entity and issue type it is filtered by, as well as the call template users are presented with on selection of these options. You can adjust the column widths if required. 5. Select the Question Map you want to modify by clicking on the entry from the browse table. The entry is highlighted. 6. Select the **Edit** icon. The Question Mapping Details window appears. 7. Update the settings as required. 8. Select the **Save** icon to save the changes. Provide the Change Reasons if prompted to do so. {% hint style="warning" %} If you leave all of the options deselected, you will receive a warning message that the system default question map already has these settings, and will not be able to save your changes. You must select at least one of the filter options. {% endhint %} ### Deleting a Question Mapping {% hint style="warning" %} You cannot delete the system default. This is typically called **Unspecified**, but may have been renamed by your system administrator. You cannot reverse this procedure. If you delete a question map by mistake, you have to re-create the entry by creating a new question map. {% endhint %} 1. Select ≡ > **Admin** > **System Administration**. The System Administration window appears. 2. In the Explorer pane, expand **Self Service Portal**. 3. Select **Question Mappings** to open the window. 4. From the browse table, select the Question Map you want to delete. 5. Select the **Delete** icon. If you attempt to delete the system default, you will receive a warning message. 6. Select the **Save** icon to save the changes. Provide the Change Reasons if prompted to do so. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.alemba.com/asm-eos-10.5/asm-gaia-10.4/setup-and-configure-asm/setting-up-your-system/system-administration-settings/self-service-portal/question-mappings.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.