The Incident Decision Tree makes sense in a single customer/internal help desk environment, where one tree is used by all. However I have lots of customers and many have their own unique requirement. Doing a KM search would be awkward. It would be better if the user could just select Decision Tree and get the one for the Company listed in the Incident. Any way OOB to make it work this way?
Mark ________________________________ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of Ankita Pankaj [ankita.panka...@gmail.com] Sent: Friday, October 11, 2013 2:05 AM To: arslist@ARSLIST.ORG Subject: Re: Decision Tree not working ** Hi Mark, Tauf is right about "RKM has a decision tree which you created, there is still the Incident Management decision tree" .Though the name of functionality is same but they serves total different functions. Also if you want to see your knowledge decision tree from Incident go to Funtions-> Search Knowledge Base, enter Article ID or any search criteria used in your Knowledge decision tree or you can directly use global search. Let me know if you have any queries on Knowledge Management. Thanks Ankita On Fri, Oct 11, 2013 at 2:14 AM, Tauf Chowdhury <taufc...@gmail.com<mailto:taufc...@gmail.com>> wrote: ** Mark, Do your folks have company restrictions in their People record or Unrestricted Access? If you have restrictions, go to the Knowledge Record (in this case, a decision tree) and click Visibility Groups (on the left I think). See if you can create a visibility group for -Global- or a specific company for your test case. So after I typed all this, I realized that while good info, you may be looking at the wrong decision tree! Even though RKM has a decision tree which you created, there is still the Incident Management decision tree. I think you are going to the IM decision tree. That needs to be configured in its own area. Let me know if this helps. Sent from my iPhone On Oct 10, 2013, at 4:13 PM, "Brittain, Mark" <mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote: ** Hi All, Venturing into Knowlege Management, after reading the User and Admin guides, I created and publisked a decision tree. If I use the the global search on the overview console I can locate and use the tree. If I go to an Incident > Advanced Functions > Decision Tree. I get the following error Unable to find a Decision Tree for this customer. The Decision Tree Window will now close. (ARNOTE 45124). The customer in the tree is the same as in the Incident. I have also tried setting the tree to -Global- and get the same result. What am I missing? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark ________________________________ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
