The following provides information on the KnowledgeSession item. A KnowledgeSession item is created for each Self Service session and each new problem solving session (usually identified by a new ticket) in Knowledge Manager. All agent and customer activity is tracked against a current Knowledge Manager session, which exists even if a ticket has not yet been created. If a ticked is created later, the information in the Knowledge Manager session is available as research activity in the ticketing activity history. Even if no ticket is created, the Knowledge Manager session remains to track the user’s most recent queries and recently viewed answers. The KnowledgeSession stores the ticket ID.
Table | Property | Data-Type | Description |
|---|---|---|---|
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| string | Records user activity related to a ticket for a specific search |
| string | The user ID that conducted this session | |
| timestamp | ||
| timestamp | ||
| string | ||
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| list | |
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| list | |
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| set | |
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| set |
