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Modifying Search KnowledgeBase report options
Answer ID 9910   |   Last Review Date 02/24/2020

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 (OSvC)

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

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