That may be correct as now the articles reside internally.. Prior to 7.6.03,
they were html files residing on the disk, whose file names and content was
indexed and stored in Hummingbird for facilitating easy search and retrieval..
Joe
From: Alan Blake
Sent: Wednesday, May 18, 2011 10:44 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Knowledge Paks
** In 7.6.03 RKM was re-written as an AR app. Therefore, the implementation of
RightAnswers is totally different than it was in previous versions of RKM. I
haven't been part of an implementation with RightAnswers in RKM 7.6+ but I have
heard that it takes a decent amount of database space (with RKM content
residing in the AR database now).
Alan Blake
Knowlysis
--- On Wed, 5/18/11, Prasanth Prabhakaran
<prasanth.prabhaka...@wipro.com> wrote:
From: Prasanth Prabhakaran <prasanth.prabhaka...@wipro.com>
Subject: Re: Remedy Knowledge Paks
To: arslist@ARSLIST.ORG
Date: Wednesday, May 18, 2011, 7:40 AM
**
Hi Joe,
Could you please throw some more light on this.
Thanks & Regards
Prasanth.P
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, May 18, 2011 6:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Knowledge Paks
**
No the setup is straight forward..
Joe
From: Prasanth Prabhakaran
Sent: Wednesday, May 18, 2011 12:58 AM
Newsgroups: public.remedy.arsystem.general
To: wlmailhtml:/mc/compose?to=arslist@ARSLIST.ORG
Subject: Re: Remedy Knowledge Paks
**
Hi ,
We are planning to have Right Answers integrated with RKM7.6.03,what
do you think ? Is there any challenges ?
Thanks & Regards
Prasanth.P
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, May 18, 2011 4:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Knowledge Paks
**
RightAnswers used to have a bug with their out of the box articles when
used with RKM when I worked with it 3 years ago when RKM was on version 7.0,
7.1 and then 7.2.. On the left panel of the application when you would add
favorites or recently added queues, while the authored articles would have a
good English like name based on the summaries, Right Answers favorite articles
used to show up with their file names which used to be a name like
85495749574986.html as the article name in the favorite or recently used
panels..
If they have fixed that great, if not, then it was not that pretty
looking and lost some of its value..
I had actually reported this bug when I saw it to them and at that time
supposedly it had never been reported before and they acknowledged it as an
issue..
Joe
From: Kelly Gatewood
Sent: Tuesday, May 17, 2011 12:54 PM
Newsgroups: public.remedy.arsystem.general
To: wlmailhtml:/mc/compose?to=arslist@ARSLIST.ORG
Subject: Re: Remedy Knowledge Paks
**
We have had customers whom have used broth RightAnswers and Knowledge
Brokers http://www.kbi.com. I have not had any issues with either. Also, the
customers seem satisfied with the content as well.
Kelly Gatewood
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Guru
Sent: Tuesday, May 17, 2011 10:08 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Knowledge Paks
** Hello,
We are in the process of implementing RKM 7.6.04 for an IT service
desk, and are considering our options for adding canned knowledge for support
and self-service in the areas of Microsoft Windows, Microsoft Office, etc.
I'm curious to know what vendors other folks on the list have used for
knowledge paks -- we've begun to have discussions with RightAnswers, but it
would be nice to know who else plays in this market.
Thanks in advance!
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