Knowledge Centre in Service Manager not pulling through data.

[Adam Toms]

Hi all,

A few members of our Service Desk team use the Knowledge Centre when raising tickets through the agent portal.

It has come to our attention the whilst this finds the catalogue item then detail inputted does not get transferred and you have to fill in everything again including the request type.

I appreciate the knowledge centre was always in beta but we've been using it for the past 18 months, with much success. Especially for our new starters as it makes it easier for them to get up to speed on our vast service catalogue.

Some advice on this functionality going forward and whether I need to log this as a fault would be much appreciated.

Many Thanks

Adam

[Guest Ehsan]

Hi @Adam Toms,

Thank you for bringing this to our attention. The team are looking into this.

Kind regards,

Ehsan

[Adam Toms]

Hi @Ehsan,

I was just wondering if you had any update on this?

Many Thanks

Adam

[Guest Ehsan]

@Adam Toms,

An automatic update will be applied to your instance this afternoon, apologies for the delay.

[Adam Toms]

Thanks @Ehsan for yours and the teams response on this it's much appreciated.

Kind Regards

Adam

[Guest Ehsan]

@Adam Toms,

An automatic update has been applied to your instance to address the known issues with the new Intelligent Capture engine, please clear your browser cache and refresh the page. Apologies for the inconvenience this has caused. 

Ehsan

[Adam Toms]

Thanks @Ehsan,

I can confirm this is now working again for us.

Many Thanks

Adam

[Adam Toms]

Sorry @Ehsan,

It seems that we may have jumped the gun on thinking this is fixed for us.

It is in the case of the knowledge centre is now pulling through the information. However it's now missing the SLA and not respecting the team assignment rules in the progressive capture. 

Without these behaviours occurring we cannot use this functionality as a method for call logging.

 

Please see screenshot below.

 

Many Thanks

Adam

 

[Guest Ehsan]

@Adam Toms,

This is likely not to be related to Knowledge. From your screenshot, it looks like the process against the request was not initiated. Could you please raise a Support request so one of my colleagues can investigate this for you? https://www.hornbill.com/support

Ehsan