Remedy Smart Reporting - Hyperlink for Article ID to Smart IT interface

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    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    BMC Smart Reporting


    APPLIES TO:

    Smart Reporting



    PROBLEM:

    Facing issue with Article ID hyperlink from knowledge management reports. When we click on Article ID hyperlink, same ID is not available on Smart IT Console.

    Article ID displayed in smart reporting is KBA000000000001. When we check article ID in Smart IT it is displayed as KBA0000001.


    SOLUTION:

    - By default, Article ID hyperlink in smart reporting use Request ID. That's the reason there is difference of 0's in ID. Initially, this object was introduced to work with remedy only and so request ID is used.
    - To make it work with Smart IT, we need to create another hyperlink object with DocID field and this will have similar Article ID as displayed in smart IT.
    - This includes editing Knowledge Management view and adding new object.

    - Hyperlink on the object should be as below:

    http://${SMART_IT}/ux/smart-it/#/search/##/

    - Replace Article ID hyperlink with new object created above in reports and activate it.


    Article Number:

    000123426


    Article Type:

    Solutions to a Product Problem



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