Knowledge Centre Field ID

[Alisha]

Hello,

Would it be possible to use the Knowledge Centre with a different Field ID please? For example, h_knowledge or something like that?

Our Business Process currently sets the summary as the category. However, we use h_summary in the capture so that analysts can update the summary if we need to add extra information to the summary. Therefore, in our capture, we have to use h_summary twice: once for the Knowledge Centre search at the beginning and once at the end to change the summary. If the analysts do not delete the information in the first h_summary field (for the Knowledge Centre), this will then show as the summary once the request is logged. Is it possible to name the Knowledge Centre with a different Field ID?

Many thanks,
Alisha

[James Ainsworth]

Hi @Alisha

We do have plans to introduce tagging.  The tagging will work with a number of searches and will most likely be used in conjunction with the Knowledge Center.  Keyword searches can be a popular way of making sure that the correct requests are returned in the searches as it will only look up the key words or tags.  

Would this help achieve what you are looking to do?

Regards,

James

[Alisha]

Hi @James Ainsworth,

Would the Knowledge Centre still need to be mapped to the h_summary field?

The issue is that we are using two h_summary fields in a capture: one for the Knowledge Centre and one to update the summary automatically once a request is logged. If the text in the Knowledge Centre field is not removed after linking a Problem, this text will then appear as the summary of the request.

Many thanks,
Alisha

[James Ainsworth]

Hi @Alisha

7 hours ago, Alisha said:

Would the Knowledge Centre still need to be mapped to the h_summary field?

This is something that we could consider when we add the tags.  I would like to see some options that would let you set which information is used in the searches.  I sometimes find that the summaries are too general and therefore return too many results.  So if we add tagging I think it would be reasonable to have an option to turn off the summary when searching.