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dkhosla1-Visitor
1-Visitor
Jul 16, 2013 11:10 AM UTC
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Knowledge Base in MKS 2009

Hi,

Is a knowledge base created when i create a request in MKS 2007 or higher version?

I am currenlty using MKS 2007 and MKS 2009..I want a system where in the users enters the subject of the case and all the logged cases with similar words appear so that the user does not create a duplicate ticket and takes help from the previous ticket to resolve it..Or if i have a knowledge base of all the tickets and the user can search similar tickets by entering a keyword.

Please help...

    matt_giltajiAnswer
    1-Visitor
    Jul 16, 2013 11:17 PM UTC

    Hi Deepika,

    Some of the functionality you describe can be found by using the "full text search" feature in 2009 and up. (I have never used 2007, so I am not sure if the functionality is in 2007 or not). There is also a feature in version 10.1 which can force users to perform a "duplicate item" check before saving a new item, so that might also be worth investigating.

    I would recommend opening a case with PTC support for some recommendations for your particular scenario.

    Hope that helps,

    Matt

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    1 reply

    matt_giltaji1-VisitorAnswer
    1-Visitor
    Jul 16, 2013 11:17 PM UTC

    Hi Deepika,

    Some of the functionality you describe can be found by using the "full text search" feature in 2009 and up. (I have never used 2007, so I am not sure if the functionality is in 2007 or not). There is also a feature in version 10.1 which can force users to perform a "duplicate item" check before saving a new item, so that might also be worth investigating.

    I would recommend opening a case with PTC support for some recommendations for your particular scenario.

    Hope that helps,

    Matt

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