How can we customize the Search KnowledgeBase report used in the incident workspace?

Environment:

Customizing the Search KnowledgeBase (KB) report,
Options affect Browser User Interface (BUI) report output display
Oracle B2C Service

Resolution:

The default Search KnowledgeBase (KB) report used within the incident workspace is ID 125.  By making a copy of this report and selecting it within the workspace, you can modify the options to change the filtering and output display as needed.  Below are a few of those options:

• First, make a copy of the default report
  • Open Report Explorer
  • Search using Find where ID is 125
  • Right-click Copy report
  • Save 'Custom Search KnowledgeBase' report in a public folder
    
    
    
     
• Associate copied report as Search Report in incident workspace 
  • Identify the incident workspace associated with the profile 
  • Open the Workspace Designer and open that workspace for edit
  • Select Messages tab
  • From the Design ribbon, select Search Report
  • Within the pop-up window, select the Custom Search KnowledgeBase report
  • Select OK and Save changes to the workspace
    
    
    
     
• Convert Tabular Layout to Record Layout
  • Edit the custom report using the Report Designer in the .NET console
  • From the Home ribbon, select the layout option desired
  • Save workspace to save changes
    
    
    
     
• Set Column Header visibility in report design
  • With report open for edit, go to Page Setup ribbon
  • Expand Display field options
  • Select Data Display Options tab in pop-up
  • Check 'Hide Column Headers' check box
  • Select OK and Save changes to workspace
    
    
    
     
• Set Display More option in report design
  • With report open for edit, right-click on any output column heading
  • Select Edit Format > Text tab 
  • In Text Options section, enable 'Display more link when text width exceeds cell width' option
  • Select OK and Save changes to workspace
    
    
    
     
• Set row limit parameter in report design
  • With report open for edit, right-click on any output column heading
  • Select Edit Format > Alignment tab
  • In the Data section, enable 'Wrap Text' 
  • The 'Limit wrapped text' option will then be available to set the max number of rows text will wrap to
  • Select OK and Save changes to workspace
    
    
    
     
• Set Report Width in report design
  • Select Page Setup from the ribbon area
  • Expand the Display options
  • Select either Best Fit or Fit in Window
  • Select OK and Save changes to workspace
    
    

For more information on customizing reports within a workspace, refer to Customizing search results and reports in a workspace.

See also:
Customizing the displayed search criteria in the incident editor's 'search knowledgebase' feature
Search KnowledgeBase Report - Read Only