The Knowledgebases section in the the admin console provides a list of all the KBs currently on the server. To access this section, navigate go to KB Management > Knowledgebases.
The default view shows columns for the name and description for each KB, as well as the KB Revision and Status.
Status
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Values
Value | Meaning |
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OK |
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Indicates an active KB. | |
Invalid |
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KB failed to delete or patch correctly. Invalid KBs |
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don't appear in the drop-down menu of the server login page. |
Disabled |
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Disabled KBs do not appear in the drop-down menu of the server login page. | |
Importing/Deleting |
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Indicates a KB being created, deleted, or imported. This status is rarely seen. | |
Sync Carrier KB |
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A KB used for an entity set sync export. This status appears only when exporting an entity set to hard drive via Sync settings in the standard
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Copy a Knowledgebase
Choose Copy to create a copy of an existing KB on the same server. Copying creates a new KB using the original KB as a template. Copying KBs is useful to create a development or test copy of a KB to test changes and integrations, or if you need a new KB whose structures are more similar to an existing KB than the available defaults.
Select the Type of Copy
After adding a name and description, select the Type of Copy in the dialog.
- Copy Table Definitions Only – copy the table structures and fields, but not the records. (Default selection)
- Copy Tables and Contents – copy the structures and the records stored in the original KB.
When creating a copy for testing purposes, there is a danger that the copy may grab emails intended for the original knowledgebase. This may generate warning messages claiming that old issues have not been resolved. To prevent this, deselect the checkboxes for copying inbound email settings and copying rules.
Note |
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The Admin KB can't be copied. |
Delete a Knowledgebase
KBs can be deleted from the admin console. Deleting KBs helps free up server space.
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- Edit the table definitions
- Rename the KB
- Reset user passwords
- Reset user properties
- Reset user GUI preferences
- Delete Demo Data
Note |
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Only some of these options are available when editing the Admin KB. |
Rename/Edit tab
Element | Description |
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Edit tables from the admin console | The Edit Tables menu provides the same level of access to editing database tables as if the administrator is logged in to the Staff Interface. See Tables for more information. |
Rename a knowledgebase | You can rename a KB through the admin console. Renaming can be useful for exporting to a server that may have a KB by the same name, or for marking KBs for retirement, but not deletion. |
Reset user password | You can reset a user's password directly from the Admin Console.
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Reset user properties | Resetting user properties will reset the cached information of that user’s session. None of the data in the KB is reset by this operation. This feature is used primarily to troubleshoot situations where users have cleared their browser cache but the GUI still displays incorrectly. |
Reset user GUI preferences | This option can resolve issues with GUI items like the navigation menu. This feature is used primarily to troubleshoot situations where a user's preference is missed or incomplete. |
Delete Demo Data | Use this to remove all demo records and rules from the KB. |
Options tab
Element | Description |
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Frequency | This option determines the shortest time interval, in minutes, allowed between successive time-based searches. Many searches, often when running Charts and Reports, can get complex and put a significant burden on the server. Limiting the number of times such a search can run prevents a single KB from spiking the load and resulting in a potentially downed server. The minimum allowable interval between searches is one minute, with the default set to five minutes. |
Communications Structures | Displays the communication type for the KB. This will usually show Unified Communications. In Unified Communications, all communication information is collected into the All Communications table with relevant links. This setting may show users any relevant communication whether or not it is linked to the particular record in question. |
Notes
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