1 Reply Latest reply on Nov 8, 2012 7:16 AM by hewy06

    Knowledge not showing as we require in incidents

    neil_p1000 Apprentice

      Hi All

       

      We are in the process of looking in to Knowledge management and cannot seem to get a display in Incidents that we require. Currently when logging a call and say logging a call for a Landesk problem the background search comes back with the below in the incident window which is basically the keyword "LANDESK" and doesnt give a description. Does anybody know how to amend this display I have looked at the Knowledge Management Administration module but dont seem to be able to amend this display.

       

      Keyword:Landesk
      Document Summary: Landesk
      Create Article    Open$recordIndex$=0
      Article Keyword Keyword:Landesk
      Document Summary: Landesk
      Create Article    Open$recordIndex$=1
      Article Keyword Keyword:LanDesk
      Document Summary: LanDesk
      Create Article    Open