Hi: I am trying to create a report that groups incidents by create date. Unfortunately the "Created" field is a date/time stamp and therefore unless incidents are created at exactly the same hour, minute and second, the grouping effectively groups by...
HiDoes anyone know a way of adding an 'Edit' button to Contextual Search?I'm adopting KCS in our organisation and looking at the best method for knowledge workers to edit an article on the fly, this would seem to be the quickest route but I can't fin...
I have enabled Actionable Feedback options to create a task if the knowledge article is marked unhelpful, or is given 3 stars or less. The Feedback task is automatically assigned to the author of the article, but I would like to have it be assigned t...
Good morning!We are planning to do some user experience work with our service desk associates, who are the heaviest users of our knowledge base. We want feedback on the process and their experience of using articles, beyond star ratings/useful rating...
hi, i have created child table "abc", where parent table is " Task". here, the number field gets incremented everytime, when clicked on new record button. However, i want the record to get increment only after submitting the record. Please help me t...
I want to be able to see when an incident (or other item) was assigned to a specific assignment group within a report.
We have a requirement to link a KB to an INC in order to set it as Resolved. I want to find what percentage/number of our entire Published KBAs were linked to an incident in a defined timeframe. Thanks in advance for your help!!
Hi All, We recently moved to Tokyo from Rome, we skipped San Diego. But when I try to change the size of tables in a knowledge article, it doesn't seem to let me change the shape of it in any way. i.e. I can't change the width of any of the columns o...
I'm trying to find a way to prioritize KB articles so that specific ones are displayed at ticket creation, for example if an agent picks up a new case, I'd like the articles to come with how to process a new case, even better would be if it can be cl...
We currently use San Diego and I'd like to know how to create a report that shows the number of active subscriptions an article has.I've tried sn_actsub_subobject_stream and kb_use, but neither show me the at an article level (or can I create this as...
Hi, I was wondering if we can change the Author Name for a knowledge article and replace it with a Group Name that includes more than one Authors. Thanks for help.
Hi Experts, Would like to hidden the Authored by/Revised by name from Service Portal > Widgets > "Knowledge Article Content", purpose for not show the KB creator when access by general users. Unfortunately, cannot locate which HTML/Server script st...
Hey everyone, My team is currently researching on how to add a Recently Viewed widget for a user? Does anyone know if this is possible? I read through documentation and I'm not sure that there is an Out of the Box Feature for it. Thanks in advanced...
I'd like the ability to document who requested the update or provided the new link, etc. to a particular version whenever we update a KBA. I don't want to create a knowledge feedback task (these are being used for metrics on the IT service desk agen...
I have an article that needs to be published which includes a very long list of items. Is there anyway that a viewer of the article can search within the actual article body?
