Bill, based on your questions below, I cannot determine which "solutions database" you're using (Out of the Box, RKM, something else).
You mention the "resolution tab", which I assume is akin to the Knowledgebase tab on the ITSM6 HPD:HelpDesk form after installing RKM. >>My questions: >>Are you using the solutions database, i.e., the form displayed from the >>"Create and Edit Solution" button on the resolution tab? Are you talking about the OOTB Remedy solutions database, or the RKM knowledge base? When you click this button, do you get another Remedy form, or something that looks "different" (e.g. RKM)? >>Is it necessary to use it, if there is a third party knowledge base >>available? If you use Remedy Knowledge Management (RKM), then no, you do not need to use the OOTB solutions database. That is what RKM is meant to replace. Managing two sets of solution DBs could be painful. >>Does not using the solutions database form, have any workflow >>repercussions? Not really (in ITSM6). On the HelpDesk form, support staff would create new solutions and management would be notified to review/approve the solutions. If you use RKM, then you simply hide the Create New Solution button and use the new workflow provided with the RKM integration. You may optionally hide/block access to the rest of the OOTB solutions database. Since you've mentioned RightAnswers, to better help you with that, we really need to know (bottom line) which solutions database you're using. The OOTB Remedy one? RKM? Something else? Right Answers content is nothing more than (a lot) of HTML/image files. I'm not sure how you'd "fit" these into the OOTB solutions DB, perhaps as attachments if the OOTB solution has an attachment field. When thinking about integrating RightAnswers solutions into the OOTB Remedy solutions database, I start to get a headache. If you are using something else (e.g. RKM), there should be guidance (either from the 3rd party vendor or RightAnswers) on how to integrate the KPAKS with your database. HTH, Ben _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
