Knowledge Base in MKS 2009

[dkhosla]

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_giltaji · Accepted solution]

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