Help Desk and PC Inventory Software by Gritware   Gritware Support Forums
Gritware Support Forums
Sign up Latest Topics
 
 
 


Note: This topic is locked. No new replies will be accepted.


Reply
  Author   Comment  
neil

Member
Registered:
Posts: 7
Reply with quote  #1 
Is there a way to tie knowledge base articles back to the support ticket that created it? It would be helpful when reviewing KB entries to be able to look back on the ticket that created it. Also, it would give me as a manger a way of verifying that closed tickets were, in fact, added to the KB.
thoese

Moderator
Registered:
Posts: 491
Reply with quote  #2 
You can activate this field within Web Tracks. The ticket number that the kb article was based from is stored in the kb article's record.

Open Admin--Field Translations--Knowledge base module--'kbEventNo' field. Change this from 'hide' to 'show'. When editing kb articles you will then see the service desk ticket which the article is based upon.

See attachment.

Attached Images
Click image for larger version - Name: kb-translations.jpg, Views: 23, Size: 75.68 KB 

__________________
Todd @ Gritware
Other resources
Gritware.com
Knowledge Base
Web Tracks Help

jdelaria

Member
Registered:
Posts: 89
Reply with quote  #3 
Todd, I am not getting this to work. I turned the field on, added the column to my header, created a new KB from a ticket, no ticket number shown.
thoese

Moderator
Registered:
Posts: 491
Reply with quote  #4 
I have confirmed this to be a bug. The ticket number is not getting saved with the kb record in Web Tracks 8.00-->8.02. If you had created tickets from KB articles using Mouse Tracks they show up properly.

I will move this thread to the bug forum and update it when it has been fixed.


__________________
Todd @ Gritware
Other resources
Gritware.com
Knowledge Base
Web Tracks Help
thoese

Moderator
Registered:
Posts: 491
Reply with quote  #5 
This issue has been fixed in the 8.03 update.

__________________
Todd @ Gritware
Other resources
Gritware.com
Knowledge Base
Web Tracks Help
Previous Topic | Next Topic
Print
Reply

Quick Navigation:

Easily create a Forum Website with Website Toolbox.