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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?
1 Answer
Julien Rossow-Greenberg Last activity on 2/5/2024 4:19:37 PM by Brittany Renn

Application Locks - TDX iPaaS Administration

Hello, TDX friends! I'm learning as much as possible, all things iPaaS. The extensive KB documentation for iPaaS is absolutely invaluable. There's an Application Locks tool, in the Monitoring tab for administrators. For the life of me, I can'...
1 Answer
Ron Vallejo Last activity on 12/20/2023 10:27:36 AM by Mark Sayers

Knowledge Base Article for End Users of OneDrive Integration

I recently received a request for end user instructions for our TDX OneDrive Integration and was surprised I couldn't find a resource in this Knowledge Base. I do see the KB for configuring the integration, but not for end users. Is this someth...
1 Answer
Tianna Jensen Last activity on 4/25/2023 1:17:02 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

KB Ready By

What constitutes as a KB that is "read" (read by history/tab)? Does a user just need to access the article, or is there some other criteria?
1 Answer
Morgan Cranston Last activity on 8/12/2022 2:48:50 PM 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

Add KB Approval Access

Where do I give access to colleagues of different roles access to approve KB Articles? I do not see Reveiw All Articles anywhere and I have been through pages of TDX KB articles and my TDX Admin area. Thanks for any direction!
1 Answer
Jayne Dissette Last activity on 11/11/2021 3:07:57 PM by Mark Sayers

API endpoint for leaving comments on a KB article?

Hello, I am wondering if there is a way to automate leaving a comment on a knowledge base article that will notify the owner. We want to alert article owners when their articles are past their review dates, and then eventually archive them after ...
1 Answer
Hunter Fitch Last activity on 6/16/2021 10:35:01 AM 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 Attribute Type: Any integer (or similar)?

We score knowledge base articles created by student employees. I created an attribute to record the score but I used a 'text box' attribute type because I couldn't find an 'integer' attribute type. We are onto gamification and my reports are not ...
2 Answers
Greg Van De Mark Last activity on 2/14/2019 11:12:46 AM by Greg Van De Mark

Knowledge Base API - CustomAttributes

We are looking to pull user report information from the knowledge base based on date. I've set up the payload as follows:
"AuthorUID":"23046f29-102f-e611-570e-d8d385c1ea1e", ...
1 Answer
Alex Haberer Last activity on 11/30/2018 10:48:15 AM 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

Knowledge Base (KB) Comment vs. Feedback

What is the purpose of the "comment" feature as it relates to articles? We have staff leaving comments instead of providing feedback and the comments are not searchable/reportable/addressable as feedback is. If found not to be beneficia...
3 Answers
Greg Van De Mark Last activity on 7/26/2018 10:53:37 AM by Mark Sayers

Knowledge Base: History, Revisions

When looking at a (sometimes overwhelmingly long - see 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

KCS and Knowledge Base Articles: What KB article to associate?

We only document items in our KB that are specific to our university; general info can be Googled. If we resolve the ticket referring to general info, what KB article do we associate with the ticket? What is the KCS way of handling this?
1 Answer
Greg Van De Mark Last activity on 5/8/2018 3:52:27 PM by William Cochran

KCS and Knowledge Base Articles: Use KB attribute?

There is a Knowledge Base Article attribute available in forms and a KB radio button section when updating tickets. In regards to KCS, do I just use the built-in update section or is there benefit to including the attribute on the incident form (...
3 Answers
Greg Van De Mark Last activity on 5/15/2018 11:04:04 AM by Mark Sayers

Group ownership of a KB article

I assume this is an enhancement request, but I figure I'd check first just in case:
We are finding the overall knowledge base creation and approval process a bit difficult overall. So far the only way we've been able to get multiple individu...
1 Answer
Robert Howe Last activity on 3/29/2018 12:49:43 PM by Mark Sayers

Favorite a KB Article

Is there a way that you can favorite knowledge base articles? I have had questions about this feature and clients (and staff) would like to favorite specific KB articles for easy reference much like they do services.
2 Answers
Kara Farmer Last activity on 1/10/2020 2:51:17 PM by Beverly Davis

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

Knowledgebase Permissions

Is there a way to set individual permissions on elements within the system. Specifically referring to the KB here. I have a tech with the "student technicin" license. I have given her app admin and ticketing - full access inside the tic...
1 Answer
Mark Sayers Last activity on 8/9/2017 12:19:42 PM by Mark 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

HTML allowed in the knowledge base.

I am trying to create collapsible content in a knowledge base article and it appears that the following HTML attributes are being stripped on rendering the article: data-toggle and id.
Per this article:
4 Answers
Ryan McVicar Last activity on 12/11/2017 4:35:19 PM by Lucas Friedrichsen