Knowledge Management Parameters

The slice configuration parameters that are listed below control the functionality that is related to knowledge management. They are classified under the Parameter Category Knowledge Management in the Manage configuration parameter form.

KB_ARTICLE_SEARCH_INCLUDE_TICKETS_RESOLVED_WITHIN_PERIOD

This parameter manages the ability to use recently resolved tickets to find solutions for open tickets.

Title	Description
ID	941
Parameter Name	KB_ARTICLE_SEARCH_INCLUDE_TICKETS_RESOLVED_WITHIN_PERIOD
Parameter Description	Set a time period of resolved tickets that can be included in a search for solutions that are recorded on resolved tickets. This allows Analysts to extend their search for solutions from a ticket, to include older ticket solutions which may not yet have been formalized as approved Knowledge Articles in Knowledge Management. The system default is ‘None’. Choose an alternate value to allow recently resolved tickets to be searched and used to resolve open tickets.
Default value	None
Valid value	Radio button Options
Impact Area	Search Solutions
Appears on Interface	Agents

MAX_EXPIRY_PERIOD

Title	Description
ID	968
Parameter Name	MAX_EXPIRY_PERIOD
Parameter Description	Set the maximum number of days after which the KB article will expire.
Default value	180 days
Valid value	You can specify the number of days according to your requirement but should be less than or equal to the maximum number of days specified.
Impact Area	Search Solutions
Appears on Interface	Agents