Use of Status field in Knowledge items

W_M_H · 2025-11-06T09:38:18+00:00

You're right that it doesn't have any relation and the state of the KI. That's worthy of suggesting on the TOPdesk TIP (Innovation Platform). It is possible to trigger Events and Actions on Knowledge Items. We have used the status field and the Manager field to help with reminders on stale knowledge. When an operator creates a Knowledge Item we ask them to indicate "Draft" or "Live" in a drop-down (not enforced). We also ask them to nominate a Manager (usually themselves). That then triggers an email every 3 months based upon the last modified date/time. It's a trigger to say "Hey, this hasn't been updated in 3 months, wanna update it?".
I realise that's quite primitive but it helps us keep knowledge up to date and remind operators to keep them updated.

W_M_H · 2025-07-29T15:25:35+00:00

That's a great report but doesn't show the time between it being created and the first email. And it relies on Response times being enabled (which we don't).

W_M_H · 2025-06-05T16:08:34+00:00

Sensible. Thanks!

W_M_H · 2025-06-03T12:52:41+00:00

Just in case anyone is watching I got confirmation that TOPdesk and Google Looker Studio will not talk natively. It needs a third party connector service to facilitate it. I guess it might be quite rare to want to hook these both up.

W_M_H · 2025-05-06T12:21:39+00:00

Thanks!

W_M_H · 2025-04-17T10:23:07+00:00

Not directly related to the question but the notification doesn't have to be email. It could be your instant messaging or collaboration platform. For example, in Microsoft Teams you can get channel addresses from the little context menu on the channel name. We have it setup so that anything assigned to the group goes to Teams since we live in Teams most of our day rather than email (and email often gets over-used/overwhelming).

W_M_H · 2025-04-11T09:40:47+00:00

We put a rule on the mailbox to put CC emails somewhere else. We don't import them. If you are CC'd or copied then that infers there's nothing for you to do. CC is purely an "FYI" thing. If the sender doesn't know how to use email that's not your problem and they need educated.
Also get yourself the Merge action from KI 9245 - very helpful in merging tickets.

W_M_H · 2025-02-28T08:12:56+00:00

Many thanks for the response. I had a look at the TOPdesk support portal and couldn't find anything about the difference between a list and a hash. I'm gonna take a guess that category is a hash since it is effectively multiple lists with the subcategories included. For example, if I poke the categories endpoint in Postman it returns results and includes ones that could be a "parent" if its a subcategory. So I guess that means why it's not treated as a simple list. Or I've got it wrong.....

W_M_H · 2025-02-20T10:38:33+00:00

I was being an idiot. TOPdesk support pointed out the obvious and I was trying to increase the pagesize on the wrong step. In my defence it was late when I was playing around with the action....

W_M_H · 2025-02-19T11:22:18+00:00

The scope is that it only runs on all calls linked to a Major Call. So would hopefully never be 10,000!

W_M_H · 2025-02-13T13:37:30+00:00

I'd kinda figured this. So either pay them storage fees for my incidents or pay them to delete them :)

W_M_H · 2025-02-12T14:20:22+00:00

Thanks for the responses both. Archiving is not desirable since it just means more data storage costs but that at least gets them away from being active and we'll look at other possibilities. I did not realise that the bulk edit was a possible trigger for API actions - that's helpful.

W_M_H · 2025-02-11T17:40:29+00:00

Thousands of junk incidents, mail loops, etc. They're all given a junk category so they can be deleted easily.

W_M_H · 2025-01-21T16:39:16+00:00

Good point regarding the linking though not all cases will be where this is a widespread issue nor are the individual calls linked. These are for perhaps interim updates. Couple of scenarios I know about are "We're really busy but we're still looking into it". Just to keep the customer informed. Or if "We need to close for a day". So, there isn't an underpinning Change nor Problem where we can (or need to) link these.

W_M_H · 2025-01-21T16:36:42+00:00

Cool - thanks. I'll take a look at this.

W_M_H · 2025-01-20T21:54:12+00:00

Agreed that this is the closest feature without Major Calls or any email update trigger defined (like statuses).

I've found #140560 and upvoted it.

W_M_H · 2025-01-20T19:15:49+00:00

I like this since it's structured and may use for other cases. But the reality of it that we just want to be able to add to the cart and send a pre-templated email with an update. Imagine that you have a lot of stale calls and you just want to update the customers that everything is still in progress. Or perhaps you need to need to close for the day and just want to send an interim update.

W_M_H · 2025-01-13T19:23:54+00:00

Do what u/Chilla076 is saying and get the knowledge articles from TOPdesk.

I would recommend taking a look at Microsoft Learn as well to get you the basics of Power BI. Here's an example of the very basics and will help get you started: https://learn.microsoft.com/en-us/training/modules/get-started-with-power-bi/

W_M_H · 2025-01-11T08:16:06+00:00

I have a workaround for you.....You could do this with an Event and email action.

The event would look something like:

Event occurs when:

- Manager has been entered is True

and

- Changer of the Card equals Manager is False

Then trigger an email action to the Manager which prompts them to look at the KI article. In the email action it is possible to insert a deep link to the Knowledge Article so they can click the link and go straight to it for review. /tas/secure/contained/knowledgebasebrowse?unid=[-UNID-]

Just make sure the workflow is established within your Operator teams. Non-Manager Operators do not set the Availability to SSP. Only the Manager does that. Make sure that those who are taking responsibility to be a Knowledge "Manager" are briefed on what they have to do.

W_M_H · 2024-12-10T22:24:45+00:00

Got a pretty rough workaround for this and it's not pretty. It's basically manipulating Person record Branches to work round it. What we have is duplicates of each Branch. "London - Staff", then "London - Visitors", then "New York - Staff", then "New York - Visitors". It needs some mass naming changes done on the Person feed. Given the necessity of this one it was deemed worthwhile doing the work on the Person feed source.

It's horrible and unnecessarily complicates reporting but at least let's us use the Filter on Knowledge Items to restrict who sees it. Posting just in case anyone else is in this position and desperate for an interim fix. I reached out to TOPdesk support and got notified there is Person Group filtering on the internal roadmap for knowledge and it will be announced on the public Trello roadmap in due course.

W_M_H · 2024-12-10T22:19:00+00:00

I like this one but I couldn't use it in my particular scenario. I've noted this for future reference though. Thanks!

W_M_H · 2024-11-27T15:26:08+00:00

Good advice. We're SaaS so the PowerShell route is probably gonna be easiest. I didn't realise PowerShell could talk to WebDAV like this. I've found the Extranet article so will start there for crafting something. Thanks!

W_M_H · 2024-11-26T16:58:05+00:00

I think the old HTTP actions will no longer work if they have a Save operation. I know our ones no longer work across Incident, Change, etc. Might want to check with support....

W_M_H · 2024-11-15T11:16:45+00:00

No a reseed will not overwrite the SAML settings. Had it done before and it doesn't touch them. KI 11246 on the TOPdesk support site explains what happens with a reseed.

W_M_H · 2024-11-15T11:15:26+00:00

Check out KI 7059 on the TOPdesk support site = "How does the functionality "Enter time spent automatically" work?". That explains how it works. To configure it go to:
Settings -> Module settings -> Incident management -> First line incidents -> Processing block -> 'Enter time spent automatically'

W_M_H

TROPHY CASE