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    • Knowledge Articles Not Populating in Service Requests Page

    in Knowledge 13 comments

    Summary:

    We are experiencing an issue where knowledge articles are not appearing in the service request (SR) page, even when the issue is related and should have matching articles in the knowledge base. This issue also impacts the visibility of knowledge articles in general when attempting to resolve SRs

    Steps Taken:

    1. Verified knowledge base integration settings for SRs.
    2. Ensured articles are correctly tagged with appropriate categories and scope.
    3. Checked profile options such as ORA_SVC_ENABLE_KNOWLEDGE and ORA_SVC_ENABLE_SR_KM_ARTICLES.
    4. Ran indexing and aggregation scheduled processes.

    Impact:This issue is affecting agent efficiency as they are unable to access relevant knowledge articles directly within the SR interface. This results in slower resolution times and potential inconsistencies in handling customer issues.

    Tagged:

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