View Knowledge base button appears for some request areas.

Document ID : KB000012148
Last Modified Date : 14/02/2018
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Question:

Why does the View Knowledge Base button sometimes show when an employee open opens a new ticket and selects a Request Area?

Answer:

This occurs when the Suggest Knowledge functionality is enabled.  The setting is located in Administration/Knowledge/Service Desk Integration/Suggest Knowledge.  When this functionality is enabled you can choose which Request/Incident/Problem Areas are excluded by adding to the list.