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dkhosla1-Visitor
1-Visitor
July 16, 2013
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Knowledge Base in MKS 2009

  • July 16, 2013
  • 1 reply
  • 1267 views

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...

    Best answer by matt_giltaji

    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

    1 reply

    M
    matt_giltaji1-VisitorAnswer
    1-Visitor
    July 16, 2013

    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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