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 <[email protected]> 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" <[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_ > > _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"
