Knowledge Base Search From Ticket Form

Knowledge base search (top right corner in TDNext) doesn't appear on every ticket form. Is there a way to configure KB search visibility for every ticket form?


Tags knowledge-base tdnext
Asked by Julien Rossow-Greenberg on Mon 2/5/24 9:19 AM
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Answer (1)

This answer has been marked as the accepted answer
Brittany Renn Mon 2/5/24 4:19 PM

Hi Julien, 

I don't believe there is a way to force the KB search to show on a ticket form but is there a certain form you're trying to use that doesn't show this when creating a ticket in TDNext? 

Brittany Renn
TDX Support

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It is supposed to show up if the KB field is present on the form and is editable. Is that not the case? - Mark Sayers Mon 2/5/24 4:54 PM
We've discovered that if we get to a new ticket creation page from the People app (look up a person, look at their tickets, create a new ticket from that screen) this KB search box will appear. If we start from our Ticketing app and create a new ticket (for the same person, using the same form) the KB search box does not appear. To make matters weirder, we tested in the ticketing app of another group in our organization, and from their ticketing app the search box appears as expected. But I can't see any differences in our configurations between the two apps. Any pointers? - Iris Jastram Tue 7/16/24 4:24 PM