General Questions (Public)

This is a forum for general questions about TeamDynamix products. It is not curated to remove older content or monitored for enhancement requests.

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KB Styling

Is there a way to add styles to a KB article? The <style> tag is explicitly forbidden in the global html allowlists configuration, but it would be extremely redundant to add the same style to every element in a list. And the portal styles p...
1 Answer
David Tod Last activity on 12/1/2023 12:34:00 PM by Brittany Renn

Knowledge Base Image Viewer/Pasting

Hello,
We just upgraded from 11.3 to 11.6. Prior to our upgrade, I could paste images into a knowledge base article just fine. After the upgrade, images that I paste are now in a tiny thumbnail form that you have to click on to see. How can I...
1 Answer
Mariah Rible Last activity on 7/13/2023 1:36:41 PM by Brittany Renn

KB Attrubute Visibility - Published & Public

What KB permission is tied the "Published" and "Public" KB attributes? Some of our users can see the status of these two attributes under "Details" when looking at the main page of a KB, and others cannot. Is it possible to make those attributes ...
1 Answer
Morgan Cranston Last activity on 9/8/2022 4:39:23 PM by Mark Sayers

What does the article reporting attribute "Read By" actually count?

Tried to find some info in KB and questions but couldn't. If already asked/answered I apologize.
Wondering specifically what does the "Read By" attribute measure for KB articles. Is it number of authenticated users that viewed the article? ...
1 Answer
Bill Harlan Last activity on 8/18/2022 10:09:45 AM by Mark Sayers

Set Knowledge Base article based on ticket form choices

Is there a way to set the Knowledge Base article on a ticket based on the ticket form choices?
We can certainly do this via iPaaS, but wondering if there's something more obvious built-in.
1 Answer
David Tod Last activity on 8/4/2022 12:32:30 PM by Mark Sayers

Details of Knowledge base permissions

I am unable to locate the list of KB permissions and what each means in detail. IE. always edit articles, etc. are very generic and do not provide any specific details as to what that actually means. Where is this detailed article
1. I am...
1 Answer
Amy Hamman Last activity on 2/24/2022 9:26:05 AM by Mark Sayers

Archived KB Search Results

Has anyone had any luck getting archived KBs to show up at the bottom of search results? I've tried making updates based on what is weighted but no luck.
1 Answer
Morgan Cranston Last activity on 1/13/2022 4:37:14 PM by Mark Sayers

Knowledge Base report

In the Knowledge Base report, you can select Owning Group. But nowhere in the KB Article can I find a place to update this field. Here is what I am trying to do.
As there are no notifications built into the KB system that I've been able to se...
1 Answer
David Robertson Last activity on 1/11/2022 8:56:10 AM by Mark Sayers

Toggleable / Dynamic Tabs for Knowledge Base articles?

Is there a way to code sanitized tabbed content into a knowledge base article? I've reviewed the below link on allowed content, and I haven't seen what would conflict with basic HTML & Bootsrap code.
https://solutions.teamdynamix.com/TDC...
1 Answer
Logan Tong Last activity on 7/15/2021 11:48:21 AM by Mark Sayers

including KB articles in default ticket notifications

Is there a way to get the default system ticket notifications to include any attached KB articles? Seems like it would be extra work to attach them separately and send the user a separate notification. Since KB articles can be linked by default i...
1 Answer
Becky Klein Last activity on 3/10/2020 12:39:02 PM by Mark Sayers

Knowledge Base searches data

In a person's TDNext profile, you can click on a tab "KB Searches" to see what that particular user has searched for. We currently have Google Analytics set up on our page but the information that we get is not that great. We want to h...
1 Answer
Amanda Canevari Last activity on 7/22/2019 3:32:24 PM by Mark Sayers

Knowledge Base Article attribute on the Update Incident page

We would like to know what options we have to edit the Knowledge Base Article attribute on the Update page. Is there an option to remove it? We really don’t want it to generate new articles if we can avoid that, but we want to prompt people...
1 Answer
Danee Gunka Schwartz Last activity on 1/7/2019 4:16:58 PM by Mark Sayers

Printable KB Articles

We'd like to print only the main content of a KB article, excluding the Feedback and sidebar information. Print output could be hard copy or as a PDF. Is there an easy way to do this?
1 Answer
William Morrison Last activity on 10/16/2018 2:23:40 PM by Mark Sayers

Knowledge Base Formating Problems

When I am creating KB articles if I insert a graphic in line with the sentence it make a return before and after the graphic after it is published. The odd thing is when I look at the preview it looks great. I also looked at it in an HTML viewer ...
2 Answers
Jared Roten Last activity on 3/17/2022 3:26:40 PM by Mike Glover Moresi

Knowledge Base: Versions

For a KB article needing many revisions - and thus many savepoints/versions -- how can we mark one specific version as published while continuing to make edits in an unpublished version? With the version history only referencing a version #, it's...
2 Answers
William Morrison Last activity on 8/2/2018 5:32:36 PM by William Morrison

Exporting KB Articles

Hi there,
I am following up on this question .
Is the information provided in the answer still correct? Is there still no way to export KB articles?
Thanks!
Caitlin
4 Answers
Caitlin Baer Last activity on 7/20/2022 4:17:05 PM by Brian Kurzweil

Markdown Support on Knowledge Base Articles

Does TeamDynamix support Markdown in Knowledge Base Articles or if not, when would this be supported?
2 Answers
JoAnna Neyens Last activity on 9/7/2023 12:05:33 PM by Samsul Mahmood

Knowledge Base: History, Revisions

When looking at a (sometimes overwhelmingly long - see https://solutions.teamdynamix.com/TDClient/Forums/Questions/Details?ID=109819) list of KB article history, what can I do with that list outside of commenting or liking? Can I compare one revi...
4 Answers
Greg Van De Mark Last activity on 7/31/2018 2:31:56 PM by William Morrison

How do I change the owner of a KB Article.

I believe I have all the access necessary, but I only have the option to Delete or Print. We have a lot of articles by someone that is no longer at the university. I understand that I cannot do a mass update, but I can't figure out how to do on.e.
1 Answer
Mark Sayers Last activity on 8/9/2017 12:25:53 PM by Mark Sayers

Knowledge Base Reports

The two reports listed in your KB (search and feedback)...are those only available in 9.5? If not, where can I find these to add to our desktop. We are still running on 9.4.1.
Thanks!
1 Answer
Kim Manifold Last activity on 7/25/2017 3:02:41 PM by Mark Sayers

What is search in the KB search in TDNext?

When creating tickets via TDNext there is a KB Search in the upper right corner of the form. I was under the impression, based on a Question response I found, that this would search all KBs.
"EDIT: As of version 9.0, there will now be...
1 Answer
Mendi Benigni Last activity on 7/13/2017 1:32:27 PM by Matt Sayers

Identifying KB Articles with Feedback

We are implementing KCS and part of that methodology is the concept of "Fix it/Flag it" where knowledge workers flag a KB article with suggested changes or modifications to make it better or to update it if it's incorrect. This Flag It...
2 Answers
Mendi Benigni Last activity on 12/8/2017 3:22:42 PM by Karen Compton

Create an internal only KB

How can I create a KB category that is available only to people in IT? I create the category in Knowledge Base > Categories but the default is Public and Inherit Permissions. When I click Edit, those aren't things I can change.
1 Answer
Mendi Benigni Last activity on 6/19/2017 10:44:17 AM by Mark Sayers

Deleting inappropriate KB article feedback

According to the answer to this question , we should now be able to delete/remove feedback to a KB article. I can't seem to find how to do so. Can you help? As an aside, there are a few references to "admin > client portal > settings....
6 Answers
Greg Van De Mark Last activity on 5/4/2017 2:15:04 PM by Greg Van De Mark

When using the Search feature, what is searched and what are the priorities, if any?

What is searched when using the Client Portal Search? I'm looking for specifics. For example, does it search every Service/KB title, short description, long description, and keyword? If so, is there a priority to what is searched first (ex. sea...
1 Answer
Mendi Benigni Last activity on 3/27/2017 10:57:13 AM by Mark Sayers