Environment
TeamDynamix client portals and knowledge bases in neighbor ticketing apps.
Issue
The default query of the most popular knowledge articles only searches the ITS TDX Knowledge Base. Neighbors have an alternate way to show the most popular knowledge articles in their own knowledge bases.
Resolution
The default "Most Popular Articles" query available within TDNext reflects the top articles found in the ITS Knowledge Base. To create a query that reflects top articles within another Knowledge Base, you can create a report.
- In your ticketing app, click +Report
- Choose Knowledge Base Report
- Name the report, e.g., "Popular Knowledge Base Articles"
- Add a description. (ITS recommends adding a description to note that this report is pulling from [your ticketing app])
- In the "Select the columns you would like to see" section, choose Subject for a column
- Choose Read by for another column. For the Aggregate, choose Maximum
- Remove all other columns
- In the "Add filtering to your report" section, under Column, select Read by and greater than. Add a value for the minimum number of times the articles were viewed
- Under Column, select Client Portal(s). Then click the search icon, choose your ticketing app, and click Insert
- In the "Order your report" section, choose Read by and Descending
- Click Save and Run
If you need to make a change after saving, click the Actions drop-down menu and choose Edit.
Additional Information