Knowledge audit trail from a previously searched Knowledge Document is being added under the activities tab of an unrelated Incident record.

Document ID : KB000026292
Last Modified Date : 14/02/2018
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Problem:

Knowledge audit trail from a previously searched knowledge document is being added under the activities tab of an unrelated Incident record. This adds confusion for the analyst who is looking at the audit trail via the activities tab as unrelated knowledge audits appear on an Incident's activities screen.

    Steps to reproduce the problem:

  1. Log into ServiceDesk as an Administrator.
  2. Click on the Knowledge tab and search for a knowledge document using a keyword.
  3. Click the View button and then close the Knowledge Document screen without performing any other activity.
  4. Click on the Service Desk tab. Select File menu -> Select New Incident.
  5. Enter the field values and save the Incident/Request.
  6. Click on the Activities tab and the entry of the Knowledge Audit trail exists which is not relevant to this Incident/Request.
  7. Click on the Audit trail and Events List for Incident window.

    Now you would be able to see the knowledge document id searched prior opening New Incident.

Resolution:

If you do not want the Knowledge audit trial to be added to the activities tab in an unrelated Incident record, then as a workaround perform the below steps:

  1. Uncomment the "@NX_EVENT_LOG_EXCLUDE" variable in the NX.env file located under /ServiceDesk directory and the NX.env_nt.tpl file located under /ServiceDesk/pdmconf directory by removing the exclamation mark i.e. ! present before this variable.
  2. Edit this variable by adding a value as @NX_EVENT_LOG_EXCLUDE=SEARCH.
  3. Save the files
  4. Recycle the ServiceDesk Daemon Service.
  5. The Knowledge document trial will not be added to the activities tab in an unrelated Incident record.