Administration › Options Manager › Knowledge Options

Knowledge Options

This option controls the Knowledge functionality:

analyst_preferred_ticket

Sets the link for opening a ticket from a Knowledge Document for the analyst user interface. The analyst has a default setting of Incident, and the available options are Incident, Request, IncidentandRequest, and Issue.

kt_disallow_forums

If this option is set to Yes, the Forum feature is disallowed (inactive), which means you cannot create or update forums or view any menu items.

kt_report_card_issue_status

Allow issue statistics to be calculated and displayed in the Reuse section of the Knowledge Report Card. The validity of the where clause is not checked.

Example: status='CL'

kt_report_card_request_status

Allow request statistics to be calculated and displayed in the Reuse section of the Knowledge Report Card. The validity of the where clause is not checked.

Example: status='CL'