OpenText ZENworks Service Desk Community

Change ownership of kba

LL2

There should be an efficient way to change the ownership of kba or faq. If the owner of the kba/faq is no longer with the organization, then the ability to quickly change that ownership from the admin portal would be ideal.
- 8 months ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
ai chatbot

RaveNet

With popularity of ai chatbots, there's a base expectation from customers for the service desk to also include one to help open requests and redirect to KBA articles.
- 8 months ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Possibility in the knowledge base to make an article viewable only for certain technicians

StefanoR

It would be great to give technicians the possiblity to make their knowledge base article only to relevant technicians viewable. That would also decrease the size of unrelevant articles to some technicians and a better overview.
- over 1 year ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Clarify and give admin control over Category search on Self Help page

psumsion

Problem : In the End User Portal (EUP), the Category search on the left hand side of the Self Help page has been confusing. It looks like it could be a general search place, but it is really only to search categories. Current : Self Help Category search…
- over 4 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Highlight searched words in KB article search results

psumsion

Problem : KB article search results don't highlight the searched words in the search results. This makes it hard to tell which articles or which part of the articles are relevant to the search terms. This part needs some work on the usability side. …
- over 4 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
KB filters need work

jskelton

We would like have better filters for KB's. Text searches often get to many results. Also, we would like to be able to pin a filter set as a tab to the customer portal. Use case: We move all our SOP and Policies to the KB and specify types and classifications…
- over 4 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Add the ability of a customer to comment on a KB that opens a ticket for change

jskelton

I would like to see a process where customers can give feedback on the KB they are viewing. This should open a request to be tracked.
- over 5 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Import articles from VIBE as knowledge

ABlumm

We collection knowledge with Vibe. A tool to import defined articles from VIBE to SD would be nice so you don't have to edit your knowledge in different tools
- over 7 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Knowledge Base articles should be viewable by customers without requiring an item to be assigned to the article

MigrationDeletedUser

Knowledge base articles are only viewable by customers if a specific item is associated with the article. If you provide a knowledge base article for help, there are certain articles that may not have an item associated with it as it would technically…
- over 8 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Feedback Survey Results should contain identifying information

MigrationDeletedUser

When exporting the Survey Results with the drop down 'Feedback' selected, the resulting spreadsheet only has responses. There is nothing telling you which customer, IR, or even technician that the survey is about. We would like to take that overview,…
- over 8 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
KB: allow templates to brand articles

jskelton

Please add templating to the KB articles and exports. a CSS or template with header and footer info that will brand our articles and make them look more professional. Please include a spot for logo, contact info (can be team info) and moto.
- over 9 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
export of KB articles to PDF does not capture embeded images

jskelton

We would like the PDF button that exports a KB article to PDF to retain the embedded images in the html we have added. This produces a much more professional appearance to our articles.
- over 9 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Option to choose multiple types or all types in a knowledgebase article

MigrationDeletedUser

Currently, when creating a new knowledgebase article, every type is choosen by clicking on the type. If I want to assign all types (e.g. hardware) to a knowledgebase article, I need to click on every type. Depending on my imported hardware list from ZENworks…
- over 9 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Allow KB Articles to be associated to specific Items

MigrationDeletedUser

Currently NSD allow KB article to be associated to Item Types. However there is no way to assign a KB article to a specific Item.
- over 9 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas

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OpenText ZENworks Service Desk

Change ownership of kba

ai chatbot

Possibility in the knowledge base to make an article viewable only for certain technicians

Clarify and give admin control over Category search on Self Help page

Highlight searched words in KB article search results

KB filters need work

Add the ability of a customer to comment on a KB that opens a ticket for change

Import articles from VIBE as knowledge

Knowledge Base articles should be viewable by customers without requiring an item to be assigned to the article

Feedback Survey Results should contain identifying information

KB: allow templates to brand articles

export of KB articles to PDF does not capture embeded images

Option to choose multiple types or all types in a knowledgebase article

Allow KB Articles to be associated to specific Items

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