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" <[email protected]> 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_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
