JSM Knowledge Base Dysfunctional

[Guy Renko]

The whole Knowledge Base process seems be dysfunctional.

Problem

Clicking/Tapping a KB Article while entering a Request opens a new tab. After reading the article, you are not taken back to the original Request tab but back to the Portal to choose a Request type and must retype your request.

Steps to recreate the issue.

1. Customer chooses a request type and enters their request/question into Summary.  
2. If a single word appears in the KB article, three will be presented as results.
3. Clicking/Tapping the KB will open that article in a new tab. 
   1. This is where the problem begins.
4. If the article does not help the customer, at the bottom, past the Yes/No feedback, there is another link "Need to raise a request? Contact us."
5. The customer will be taken to all Project request types to choose the request type again and type their request/question again.
6. After re-retyping their request/question and submitting, they may close their tab only to see that their original typed request/question is still in an open tab.

Possible solutions are:

1. to not open a new tab when the user clicks/taps an KB article.
   1. Keep in all in the same tab
2. clicking/tapping "Need to raise a request? Contact us." at the bottom of the KB article in the new tab, closes the new tab showing the previous tab with the original typed request/ question.
   1. Customer can then choose to click/tap a second KB or rephrase his question.

The current way it works just cause frustration and confusion.

Anyone else having this issue?

[Anusha A]

Hi Guy,

Thanks for your question on community!

I noticed that you've also submitted a support ticket related to this question, and one of our experts has already provided a response. I hope that clarifies things for you. If not, please feel free to ask any follow-up questions on the same ticket.

Have a good day ahead :) 

Regards,

Anusha A