I have several interfaces that have their own knowledgebases (KB).  In the past, there was only one KB that was really proposing Answers so I didn't have to worry about about separating the proposed Answers.  Now there 4 of them are getting into using them and I need to create Answer Rules (Service Config > Rules > Answer > Edit Answer Rules > States > Created) to accomodate each interface's proposed Answers. 

The issue I have come up against is that I don't see a field selection for Interface.  I was going to assign the Proposed Answers to different agents based on the Interface. 

Hi Sherry,

Answers are not interface specific so I don't understand how you've been able to have "several interfaces with their own KB"...

We created an Access Level.  This Access Level is set for each Answer and controls which answer appears on which interfaces knowledgebase. 

This worked fine when only one interface was publishing Answers.  I now have four interfaces wanting to publish answers and the issue now is when agents propose answers, I haven't found a way of routing the proposed answer to the applicable agents. 

Hi,

I notice that in our interfaces (May09), when an incident is proposed, the first line of text in the "Question" relates to the interface the incident is proposed on, ie on our site "Interface: datacash2".Assuming that the person proposing the Answer doesn't delete that first line, could you use that to populate a custom Answer field, and assign based on that? Of course this would only work if your answer is going to be on the same interface as the proposal comes from... Or that the person doing the proposing knows which interface it's to be published on and can amend appropriately...

[Update] Ah, but the rules don't appear to let you select by the content of the answer either...

Regards

Sarah

Hi Sherry,

With the answer rules, you cannot use the Summary, Question, Answer, or notes field in the IF part of the rule. 

You can use products or categories, though.  So, if your interfaces have unique products or categories, you could
set up rules based on the product or category of the proposed answer (since it will be set to the same values as the
incident it came from).

For example, if interface A uses categories 1 and 2, and interface B uses categories 3 and 4, then you can set up rules
to assign an access level or assign a value to a custom field based on the category of the answer.

I.e.  IF answers.category = category 1 or 2, THEN set access level=interfaceA (or create a custom field for interface and
set the custom field).  Then you would add additional rules for the products or categories used with the other interfaces.

However, if you are sharing products and categories across all interfaces, then there is nothing unique that the rules could
act on to set the access level or a custom field for that answer that was proposed.  In that case, someone would have to
open the answer and note the interface value from the question field and assign the answer manually to reflect the interface.

If you need or want additional functionality associated to the answer rules, please be sure to submit your idea to the
Idea Lab by clicking the link from the above header.

I hope this helps.

Penni Kolpin
Quality Engineer
RightNow Technologies