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Knowledge Base

Knowledge Base, Solution model, Self-Resolution, Articles, and more

  • 12 Posts
  • 22 Replies
12 Posts
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NickY123New SysMate
asked in Knowledge Base
Assignee Report

Hello All,I am trying to make a report that covers our IT Department group and one user in the report.I cannot find how to make an assignee field. See Below.I am trying to find this field “Assignee” in the reporting side.If anyone has tips that would be great. Thanks for any help,Nick

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Gary H
SysAider
Gary HSysAider
asked in Knowledge Base
how do I merge a ticket?

how do I merge a ticket?

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K
KAMartinNew SysMate
asked in Knowledge Base
How to share knowledgebase article using direct link

My team has been adding documentation to the knowledge base (FAQ) for our end users. A problem that I have noticed is that I cannot copy the link to specific pages in the FAQ, the link always defaults to the same page. Is there a way to get a link directly to the KB article?I cannot copy/paste the URL to a knowledgebase article to send a user directly to the document.This is particularly a problem with announcements of new features and supporting documentation that is sent via other platforms (email). I cannot include a link for users to click to quickly access the documentation. Is this functionality missing or am I missing something?Thank you!

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SysAider
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Active talker
SAMMYLUCActive talker
asked in Knowledge Base
Size Limit for KB articles?

What is the limit for knowledge base article attachments?  I am trying to attach webinar videos and it cuts them off.  I tried to attach as a zip and the end users can’t download.  I know the answer is front of me, but I can’t figure it out.

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Active talker
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JOHNREILLYNew SysMate
asked in Knowledge Base
Enable Patch Managment Trial via .xml

I received the Patch Management Trial .xml via support.  When I go to Settings\Intergation\MyApps and Upload license file, it states “unable to find FieldDescription for ‘sysAidActivationFields’ in ClassDescriptor of addonLicense.” Am I supposed to load trial licenses in a different location?

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Community Enthusiast
chartCommunity Enthusiast
asked in Knowledge Base
Design request form to show custom fields.

We have a template that ask some customer questions for new software request. We want this to go to a Request items, which it does, but we cannot view or edit the details. If we convert it to a request, we can edit and see the details we need from the custom list which were generated from the Service Record field.Does anyone know how to design form for the request tab? We want to customize the order and the items in red. There is no form button in the upper right like the incidents tab.  

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Community Enthusiast
Maayan Karstaedt
SysAider
Maayan KarstaedtSysAider
posted in Knowledge Base
Set permissions for Knowledgebase articles based on Category permissions

Hello SysMates, In a passing conversation with one of you I was asked how to set up permissions for Knowledgebase articles, and thought I’d share here too for more to enjoy 😎1. Go to:Settings > General > checkbox "Limit access to Knowledge Base articles by category permissions" Check box + click "save" at the bottom  Once this is saved in the settings, permissions defined for SysAid Categories will apply to Knowledgebase articles as well. To define permissions for categories got to: Settings > Categories > Choose Category to edit In each Category: Check the box “Visible in SSP for user groups” and add what user groups should have access Check the box “Visible for admin groups” and add what user groups should have access  Click “Done” to save your changes That's it! Any new article created will inherit these permissions according to its category moving forward.Cheers, 

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Maayan Karstaedt
SysAider
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Community Enthusiast
jpnels71Community Enthusiast
asked in Knowledge Base
Is there a way to link a knowledge base article to a ticket?

Is there a way to link a knowledge base article to a ticket?  Right now we are relying on techs to add a knowledge base article number to the resolution so we can tell if an issue was fixed using one of the articles already created. This would allow other techs to see if a specific article was used to fix an issue by looking at old tickets.

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Sela Weinrob
SysAider
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pkoNew SysMate
asked in Knowledge Base
Knowledgebase Management

Is there an easy way to delete multiple FAQs in the knowledgebase as well as move items to new categories. I am trying to clean up an existing knowledgebase with older articles and I want to reorganize it but the process of working on one at a time is very tedious. 

2063
Maayan Karstaedt
SysAider
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CSChicagoNew SysMate
posted in Knowledge Base
Sharefile - Access denied when clicking link

Question:When I click on a Sharefile link that was in an email that was forwarded to me I get Access Denied.Answer:Links that are sent from Sharefile are unique to the user that they are sent to.If you have access to the folder of the user that forwarded you the link you can log in to Sharefile and find the item in there, but you will not be able to retrieve it using the link.If you also get a link directly from Sharefile when items are uploaded for that user the link in the email that was sent directly to you from Sharefile will work. 

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Thilak RaoNew SysMate
posted in Knowledge Base
Render objects in wireframe and shaded

Question: How to render one object in wireframe while another as shaded in the same view?  Answer: All that is required to achieve this is to render one object with a wireframe kind of material while the other with a solid material either using textures or colors. Steps:1. Create a kBridge project.2. Create a Block and Cylinder.3. Create a 'LineMaterial' and give it a materialname.4. Add this materialname as the color of the Block object.The view should now update to display the wireframe block and shaded cylinder. Note: Make sure the graphics viewer is in 'Shaded' mode.

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Community Enthusiast
byransaysCommunity Enthusiast
posted in Knowledge Base
How do I get Remote Assistance when using ChromeOS?

Question: Please read this article and then reach out to IT for assistance.  Answer: Step 1: Open Web browser: Step 2: Click on the Puzzle piece and then choose “Chrome Remote Desktop”   Step 3: Click “Remote Support” Step 5: Click “Generate Code” and tell the IT Technician the code.

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Community Enthusiast

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