STEPS TO REPRODUCE:
Use case1 1) Login to Smart IT with the user having Knowledge Admin or Knowledge user permission. 2)Create a knowledge article (Example : How to speed up your PC running on Window 8) 3) In metadata, Add company as “Invention Inc.” and remove “All” from companies list. (This should leave a single company of “Invention Inc.”) 4) Login Smart IT with as an user who has access of only "Calbro Services" company (User must have asset viewer , Knowledge user , Incident user , Work order user and Service Request user permission )
5) Click on Smart Recorder, Paste the same description as the article title which was created in Step 2 and create a ticket for user from Calbro Services 6) Verify Resources tab of created ticket. Use case2 1) Login to Smart IT with the user having Knowledge Admin or Knowledge user permission.
2)Create another knowledge article with operational tiers and title "How to speed up your PC running on Window 8 test2" for calbro company. 3) Login Smart IT with as an user who has access of only "Calbro Services" company (User must have asset viewer , Knowledge user , Incident user , Work order user and Service Request user permission )
5) Click on Smart Recorder, Paste the same description as the article title which was created in Step 2 and create a ticket for user from Calbro Services 6) Select Resources tab of created ticket. 7) Select operational category ACTUAL RESULTS: Use Case1: The Calbro services agent sees the Invention Inc article at the top of the knowledge list.
Use Case2: The Calbro services agent sees the article created in use case1 which doesn't have operational tiers in it. EXPECTED RESULTS: Use Case1: The Calbro Services agent, logging a ticket for a Calbro Services customer, should not see the Invention Inc. knowledge article. Use Case2: The Calbro Services agent, logging a ticket for a Calbro Services customer, should not see the Invention Inc. knowledge article. It should show articles having same operational tier as incident tickets. |
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. KA Search Enhancement, we need to configure in Smart IT CCS properties and update below parameter to true |