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If the categorization fields are empty in the Knowledge Article, how will it impact the incident?
Thanks
Jey
Dec 08, 2016 08:39
Anagha Deshpande
Hello Jey,
I will confirm this with SME and will write back to you.
Regards,
Anagha
Jan 02, 2017 02:59
Anagha Deshpande
Hello Jey,
If the Resolution Product Categorization information on the Knowledge Article is blank, then that information does not flow in the Incident Management. In such case, the service desk engineer needs to provide the resolution information manually while solving the incident.
Regards,
Anagha
Jan 06, 2017 05:04
Giuseppe Destro pastizzaro
Good morning, I try to ask a question. Is it possible to relate two consecutive kba? That is: I search in knowledge; I open a first kba (for example KBA00000001); from this first kba KBA00000001 I click on a link for open the second kba (KBA00000002); now I click on Use of the KBA00000002; the KBA00000002 closes; now I'm returned on the KBA00000001; I click on Use of the KBA00000001 and now I expect to have in my incident two lines for the two different related kba. Is it possible to proceed like this? Does it works or can I always and only relate one kba at a single time individually? Thanks, have a good day. Giuseppe
May 24, 2020 08:45
Dhanya Menon
Thank you, Giuseppe, for your question.
I am checking with an expert about your question and will respond with an answer soon.
Regards,
Dhanya Menon
May 27, 2020 08:47
Dhanya Menon
Hello Giuseppe, I am sorry for the delay in my response. I checked with the expert, who had these questions: Is the link for KBA00000002 embedded in KBA00000001? Are you clicking Use or Relate for the KBA?
Comments
Hi Team
If the categorization fields are empty in the Knowledge Article, how will it impact the incident?
Thanks
Jey
Hello Jey,
I will confirm this with SME and will write back to you.
Regards,
Anagha
Hello Jey,
If the Resolution Product Categorization information on the Knowledge Article is blank, then that information does not flow in the Incident Management. In such case, the service desk engineer needs to provide the resolution information manually while solving the incident.
Regards,
Anagha
Good morning, I try to ask a question. Is it possible to relate two consecutive kba? That is: I search in knowledge; I open a first kba (for example KBA00000001); from this first kba KBA00000001 I click on a link for open the second kba (KBA00000002); now I click on Use of the KBA00000002; the KBA00000002 closes; now I'm returned on the KBA00000001; I click on Use of the KBA00000001 and now I expect to have in my incident two lines for the two different related kba. Is it possible to proceed like this? Does it works or can I always and only relate one kba at a single time individually? Thanks, have a good day. Giuseppe
Thank you, Giuseppe, for your question.
I am checking with an expert about your question and will respond with an answer soon.
Regards,
Dhanya Menon
Hello Giuseppe, I am sorry for the delay in my response. I checked with the expert, who had these questions: Is the link for KBA00000002 embedded in KBA00000001? Are you clicking Use or Relate for the KBA?
Regards, Dhanya
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