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When we search KBs in Service Desk 7.1 and on...

Created: 18 Oct 2012 • Updated: 22 Oct 2012 | 6 comments
QuietLeni's picture
This issue has been solved. See solution.

Dear All,

Does anyone know if the search tool for KBs in Service Desk searches the Title and the Description of the KB? I have not found any documentation about this.

Also, is there any good method for importing KBs from another document or documents? I could imagine creating a Workflow to accomplish this, but I would be worried about if I created the KBs, would I be breaking the logic if I did not set a value properly!?

Kindest regards,

QuietLeni

Comments 6 CommentsJump to latest comment

CNWilliams's picture

Hi QuietLeni,

The Symantec ServiceDesk 7.1 SP2 User Guide (http://www.symantec.com/docs/DOC4836) contains the following instruction; this instruction is also published as a HOWTO article(http://www.symantec.com/docs/HOWTO61339):

Searching the knowledge base

You can search for knowledge base items on the Knowledge Base page.

The knowledge base searches are performed as follows:

  • The search is performed on the item name.
  • The search evaluates the items in all the knowledge base categories.
  • Your permissions determine the categories and items that you can access, which in turn influences the results of your searches.

When you find a knowledge base item, you can open and view it or perform other actions.

See "What you can do with a knowledge base item"

To search the knowledge base

  1. In the ServiceDesk portal, click Knowledge Base.
  2. On the Knowledge Base page, under Search Articles, type the text to search for, and then click the Search symbol (magnifying glass).

Kindest regards,

CNWilliams

CNWilliams

QuietLeni's picture

CNWilliams,

Thanks for that. I take it that it only searches the KB Item name, then!

Not good.

Kindest regards,

QuietLeni

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

CNWilliams's picture

QuietLeni,

I did some research and discovered that the instruction had not been updated. With the help of QA, we tested the search in a 7.1 SP2 environment and discovered that the KB search does search on the article title, text, and description fields.

Searching the knowledge base

You can search for knowledge base items on the Knowledge Base page.

The knowledge base searches are performed as follows:

  • *The search is performed on the article title, text, and description fields.
  • The search evaluates the items in all the knowledge base categories.
  • Your permissions determine the categories and items that you can access, which in turn influences the results of your searches.

When you find a knowledge base item, you can open and view it or perform other actions.

See "What you can do with a knowledge base item"

To search the knowledge base

  1. In the ServiceDesk portal, click Knowledge Base.
  2. On the Knowledge Base page, under Search Articles, type the text to search for, and then click the Search symbol (magnifying glass).

Kindest regards,

CNWilliams

 

CNWilliams

SOLUTION
QuietLeni's picture

CNWilliams,

Oh, that is a much BETTER answer than I was expecting - good news! I will tell them.

I was wondering, as I had seen differing results on different Service Desks!

When did this change and is it known if this functionality is changed in 7.5? I want the search to work on all elements in 7.5, you see!

Lastly, do we know if there is a way to directly import KBs into the Service Desk via a Workflow withoput breaking the functionality?

Kindest regards,

QuietLeni

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

CNWilliams's picture

The KB search for 7.5 lets you search on the article title, text, and description fields.

It is possible to import KB's into ServiceDesk via a Workflow.

You might want to start a different thread specificially about importing KB's into ServiceDesk via workflow to see what other's know on the subject.

Kindest regards,

CNWilliams

CNWilliams

QuietLeni's picture

CNWilliams,

Thanks for this. The reason for including this question in my comment was because no one else answered it in the original Thread.

I will do as you suggest.

Kindest regards,

QuietLeni

What is the point of an Asset Management Solution that needs excessive management? Let me help you.