ATG Knowledge allows you to create your own Solution Queries using the Advanced Search options. Solution Queries are used when searching for solutions to link to tickets and are restricted to searching within solutions. To search non-solution files or documents, you must use the Search Files or Solutions radio button in Advanced Options. For more information on searching non-solution files, see Searching Files and Solutions.
You can save any query as a Favorite Query and run it again later. Queries can be personal (available only to you) or public (available to other agents).
To create a new Favorite Query, click on the Build Solution Search Query link under the Advanced Search Options Search/Browse panel. The Solution Query Builder will open as a new page, with options to create, save, and run the query.
Building a Query
Use the Solution Query Builder to create customized queries such as:
Ad Hoc Solution Query – queries that will not be saved
Personal Solution Queries – queries created by, owned by, and visible only to you
Public Solution Queries – queries available to agents who have access to public solutions
To create a customized query, complete the following steps:
Select the Build Solution Search Query link.
From the Search Query screen, enter the groups and organizations to which the query will be available.
Using the General Constraints panel, enter the criteria for the query. Use the pull down menu for the constraint and select the information you want to add to the query.
For example, to create a query that displays all externally published solutions that contain information about bicycles that were not made in Sweden, you would set the following General Constraints:
Set the Status constraint to Published External to see solutions that have been published externally.
Use the Keyword constraint to add the word bicycle to the search the solutions for any reference to bicycles.
Add Sweden to the Not In Keyword constraint to remove any solution that contains information about bicycles and the word Sweden.
Note: When you use the Language Constraint, the query will override your default browse language, which is listed next to the Language Constraint. To display solutions in all languages, use the All Language option.
Saving a Query
Use the Save as New link to save the Query.
Enter a Query name and a Description of the Query.
The Query can be saved as a Solution Query, which is available to the users you specified in the Query using the Research tab. Or you can save the Query as a Solution Review Query, which is available to users in the Tasks tab.
