• Knowledge Services and rebuilds / are regular knowledge rebuilds necessary?

    Problems My articles keep disappearing from the Knowledge build - I have the Background Service and Knowledge Base services runing.  The Article Expiry date is set in the past. OR Do I need to rebuild my knowle...
    Mroche
    last modified by Mroche
  • Understanding your Verity knowledge installation (includes a quick fix guide)

    NOTE: This document refers to customers running versions 7.2 to 7.3.1 of Service Desk using the Verity search engine.   If you are using version 7.3.2 or higher of Service Desk then you will be using the Lucene ...
    Mroche
    last modified by Mroche
  • Error Starting Verity Administration Web Server service

    Problem  On trying to start the Verity K2 6.1.1 Administration Web Server the following error occurs:   "Could not start the Verity K2 6.1.1 Administration Web Server service on Local Computer Error 1067: ...
    Mroche
    last modified by Mroche
  • Object reference error when running a knoweldge build.

    Problem: When trying to run a knowledge build the queue enteries are dispaying an object reference error. This is when using ITBM 726, no errors are being displayed in the event log.   Solution: Ensure that the ...
    Mroche
    last modified by Mroche
  • Installing and Troubleshooting Knowledge - 7.3.2 onwards

    This document is designed to be used alongside the Knowledge Management manual which deals primarily with configuring the knowledge base in order to make the most of the knowledge available.  The following inform...
    Mroche
    last modified by Mroche
  • Knowledge isn't searching on the content of documents

    Environment: Service Desk 7.3.2 and higher   First check that the Lucene builds are working ok by ensuring that other content, such as approved articles for example, are being returned ok in a Knowledge Managem...
    Mroche
    last modified by Mroche
  • Importing Knowledge Domain to Group relationships

    Environment: ServiceDesk 7.4 and later   Problem: Customer has a large number of groups and knowledge domains.  They want a quicker way to set the relationship up between which groups can view which knowle...
    Mroche
    last modified by Mroche
  • Troubleshooting when Knowledge Search isn't working

    Environment Service Desk 7.5 and newer.   Problem Examples: When using the knowledge search, I'm getting a blank or incorrect result. The search might work in some applications.  For example, it works i...
    ProductVersionAutoUpdate
    last modified by ProductVersionAutoUpdate
  • Analyst with different culture creates an article error "Privilege required" "cannot change localized attributes""Cannot insert the value NULL"

    The below errors happened when an analyst with different culture than the system default one tried to create an article. The analyst with system default culture can create article with no error.   Cause: When ...
    EXiang
    last modified by EXiang
  • Ivanti Service Desk Knowledge Management Frequently Asked Questions

      Ivanti Service Desk Knowledge Management Landing Page  The following page contains recommend community documents for Knowledge Management. To get started the product documentation for Knowledge Management...
    michael.odriscoll
    last modified by michael.odriscoll
  • How to disable Multi-lingual knowledge(article) support in order to avoid errors

    Background: Multi-lingual support has been greatly enhanced since 2016 What the Article window looks like if multilingual support is enabled Hot to modify Article object to disable Multilingual knowledge suppo...
    ProductVersionAutoUpdate
    last modified by ProductVersionAutoUpdate
  • Knowledge Builder “There was an error in XML Document…"

    Question “There was an error in XML Document…" and it gives a position e.g (39,-1099). Answer This can be caused by characters imported into the knowledgeable objects in the database which the .xml parser...
    ProductVersionAutoUpdate
    last modified by ProductVersionAutoUpdate
  • Troubleshooting Lucene Knowledgebase

    Environment: This guide was written for version 7.3.1 of Service Desk but many points also apply to later versions.  We have marked differences when they are spotted. The Architecture:Lucene is a knowledge indexi...
    ProductVersionAutoUpdate
    last modified by ProductVersionAutoUpdate
  • How to: Delete Knowledge Management queue messages in the DB

    Review Date: 08.11.2016   The following article shows two solutions to clear down the queue entries of the knowledge rebuild tasks list.   Clear down the message table This should be done to clear out a...
    Romain.Jusot
    last modified by Romain.Jusot
  • Knowledge Queue Entries explained

    Environment - Service Desk Version 732+ (also applied to 731 when using the Lucene search engine).   If you go into the Knowledge Management component and select Knowledge Settings - Queue Entries you will be sh...
    ProductVersionAutoUpdate
    last modified by ProductVersionAutoUpdate
  • How to change the text on buttons in Web Access Self Service

    Environment:   Service Desk 7.4 and up to current version.           Question:    How do I change the text on the buttons in Self Service?         ...
    ProductVersionAutoUpdate
    last modified by ProductVersionAutoUpdate
  • How to automatically add an ID for each article in Knowledge Management Module

    How to get an ID for each Article in Knowledge Management Module   Service Desk 7.8.1 and earlier, the Article Module is a Module by itself and doesn't by default contain any ID attribute. To add this, please see...
    KCS
    last modified by KCS
  • Step by step : Displaying knowledge articles to End Users based on category

    Environment: Service Desk 7.4 Self Service   Why read this document:   In 7.4 Self Service some new functionality was introduced called Automatic Searching.  This forces End Users through a mandatory ...
    KCS
    last modified by KCS
  • How to add notifications to your article process.

    Adding Notifications to an Article Process  This article will take you through steps to add notifications to an article process.  For example you may want to send an email to the approver when the Article i...
    PBRENNAN
    last modified by PBRENNAN
  • How do I add in new Article Types?

    When creating an article you can categorise them by selecting an article type.  The list of article types are not stored in the category tree.  If you have the correct privileges, you are able to create thes...
    karenpeacock
    last modified by karenpeacock