Queries

This topic applies to systems using a Service Desk or Universal license only.

In addition to the queries described below, there are default queries for the main objects in the Knowledge Management module. These default queries have names of the form Knowledge - <object>.

Queries that include the Extended ID attribute (which uses the column heading of Reference) typically also include the ID or Reference Number attribute as a hidden column. This hidden attribute is used for sorting. For more information about extended IDs, see the Designer Guide.

All Knowledge Articles

Purpose:

Lists all articles not at an end status

Prompts:

None

Fields displayed:

Extended ID, Title, Article Type, Knowledge Domain, Knowledge Process, Status, Created By, Creation Date, Updated, Updated By

Criteria:

Status.Is End is equal to false

All Published Articles

Purpose:

Lists all published articles

Prompts:

None

Fields displayed:

Extended ID, Title, Article Type, Knowledge Domain, Knowledge Process, Status, Updated, Updated By, Effectiveness, Expiry Date

Criteria:

Status is equal to Approved

All Retired Knowledge Articles

Purpose:

Lists all articles that are retired

Prompts:

None

Fields displayed:

Extended ID, Title, Article Type, Knowledge Domain, Knowledge Process, Created By, Created On, Updated, Updated By

Criteria:

Status is equal to Retired

Articles Due to Expire

Purpose:

Lists all articles that are due to expire in the next month

Prompts:

None

Fields displayed:

Extended ID, Title, Article Type, Knowledge Domain, Knowledge Process, Status, Expiry Date

Criteria:

Status is equal to Approved
AND Expiry Date is within the next (1 month)

Default Query – Knowledge Article

Purpose:

Default query for articles

Prompts:

None

Fields displayed:

Extended ID, Title, Article Type, Knowledge Domain, Knowledge Process, Status, Updated, Updated By, Effectiveness, Expiry Date

Criteria:

None

Knowledge Article Search

Purpose:

Prompted article search

Prompts:

Reference Number, Title Article Type, Knowledge Domain Category, Status, Created By, Creation Date, Expiry Date

Fields displayed:

Extended ID, Title, Article Type, Knowledge Domain, Knowledge Process, Status, Expiry Date, Created By, Created On, Updated, Updated By

Criteria:

Reference Number is equal to <prompt user>
AND Title contains <prompt user>
AND Article Type is equal to <prompt user>
AND Knowledge Domain Category is equal to <prompt user>
AND Status is equal to <prompt user>
AND Created By is equal to <prompt user>
AND Creation Date is between <prompt user>
AND Expiry Date is within the next <prompt user>

Knowledge Articles Awaiting Approval

Purpose:

Lists all articles that require approval

Prompts:

None

Fields displayed:

Extended ID, Title, Article Type, Created By, Creation Date

Criteria:

Status is equal to Submitted

Knowledge Articles by Status

Purpose:

Lists all articles grouped by status

Prompts:

None

Fields displayed:

Extended ID, Title, Article Type, Knowledge Domain, Knowledge Process, Status, Created By, Creation Date, Updated, Updated By

Grouping:

Status.Title

Criteria:

Status.Is End is equal to false

Knowledge Articles Created by Me

Purpose:

Lists all articles created by the current user

Prompts:

None

Fields displayed:

Extended ID, Title, Article Type, Knowledge Domain, Status, Created By, Creation Date

Criteria:

Created By is current user

Top 10 Most Effective Published Articles

Purpose:

Lists the top 10 most effective articles that have been published. You can change the number of records returned by changing the Return top n rows only value on the General tab for the query.

Prompts:

None

Fields displayed:

Extended ID, Title, Article Type, Knowledge Domain, Knowledge Process, Status, Updated, Updated By, Effectiveness, Expiry Date

Criteria:

Status is equal to Approved