Release notes from version Serviceware Knowledge 5.60

Find out about the latest innovations from Serviceware Knowledge. Release notes of previous ten versions of Serviceware Knowledge can be found here.

Older release notes can be found in the older versions of the documentation at Serviceware Knowledge.

You can get an overview of the recent releases in the video.

Serviceware Knowledge 5.63

Save file settings for subsequent file uploads during text editing
If files are uploaded while working in the text editor (via drag and drop, copy and paste, the embed, attach or add link function), the settings made can be saved for subsequently uploaded files.

For this purpose, the new icon Save file settings is visible in the upload dialog, which determines whether the settings are saved and which file is used as a template. By default, the setting is activated for the file that was uploaded first.

Symbol: Save file settings
Warning: The settings are saved per text and only for the user's own access while the browser session is active. They are reset when logging out of the system or closing the browser tab or window.
Skip file settings when uploading files during text editing
Alternatively, the settings can also be reset manually using a new icon in the text editor. Once file information has been saved, you can use the icon to activate or deactivate the skip feature. To do this, activate the Skip file settings checkbox in the dialog when files are uploaded via the text editor (via drag and drop, copy and paste ,the embed, attach or add link function).
If this setting is activated, the file settings dialog is skipped when uploading additional files via the text editor and the saved settings are automatically applied to these files.
The following settings are used for both functions:
  • Folder
  • User group
  • Responsible user
  • Rights of use
  • For images: Image settings
Checkbox: Activate or deactivate Skip file settings
Warning: The settings are saved per text and only for the user's own access while the browser session is active. They are reset when logging out of the system or closing the browser tab or window.
Alternatively, the settings can also be reset manually using a new icon in the text editor. Once file information has been saved, you can use the Skip file settings icon to activate or deactivate the skip function.
Icon: Activate or deactivate Skip file settings in the editor
Changes to the user interface of the Knowledge Basic Reporting
Icon: Beta This function is a beta version.
The user interface and navigation of Knowledge Basic Reporting has been optimized, in particular with regard to:
  • Appearance
  • Navigation
  • Display of tables incl. maximization options
  • Display of the data tiles
  • Display of the filter options
  • Addition of a search bar for searching in tables
  • Filter options offered: In addition to the existing filters by view and user group of the user, there are now also filters that filter by view and group responsible of the content
Currently, the reports under Editing (e.g. Texts > Editing) still display an overview that is not filtered according to the selected time period. This will be adjusted soon.
The Knowledge Basic Reporting documentation will be revised soon.

Serviceware Knowledge 5.62

Knowledge can be stored as a search provider in the browser
A new function makes it possible to set up the Knowledge search as a search provider in various browsers. Google Chrome and Microsoft Edge are supported browsers, Mozilla Firefox only supports this function to a limited extent.
In the Search main menu item, there is now a new menu item in all tabs called Copy URL template for search providers to clipboard that can be found in the options menu at the bottom left.

Here you can easily copy the URL for the Knowledge search to the clipboard. You can also use this function in browser-based systems or in the browser to set up a search engine.
Figure 1. New menu item to copy the search URL
Next, configure the additional search option in Google Chrome or Microsoft Edge. Open the settings for the search engine and add a new website search. Enter the Title (freely selectable), Abbreviation (freely selectable) preceded by @ [@knowledge] and the previously copied URL. The copied URL already contains the required parameter %s instead of the search term.

To call up the search in the browser, enter the abbreviation [@knowledge] in the browser line and select Tab on the keyboard. You can now send search queries to the stored Knowledge and open this with the corresponding search results.
Attention: If the browser search is used in the browser line above an open Knowledge system, the search is not currently executed in the correct tab.

Example: The Knowledgesearch in the browser should only search for texts. Serviceware Knowledge is open and the All content tab is selected in the search. If you search via Knowledgein the browser, All content will continue to be searched, not just Texts as set. This behavior will be fixed soon and can currently be circumvented by triggering the search in a new tab.
Screenshot: Browser settings


Screenshot: Search term in the browser

Figure 2. Display of the search result in Knowledge

Screenshot: Display of the search result in Knowledge
Changes to the user interface of the Knowledge Basic Reporting
The user interface and navigation of Knowledge Basic Reporting has been optimized, in particular with regard to:

  • Navigation

  • Display of the tables incl. maximization options

  • Display of the data tiles

  • Display of the filter options

  • Addition of a search bar for searching in tables

Notice: The new features of the Knowledge Basic Reporting are expected to go live on 02.04.2024.

Serviceware Knowledge 5.61

Also read the information about Knowledge-Integrator and about Solution Bot.

Correction of the displayed texts on the tab My approvals

Due to an error, not all texts have been displayed on the tab so far. This has been corrected. Content is displayed on the My approvals tab under the following conditions:
  • User has the rights May release content, May create texts and May edit texts
  • User belongs to the write-authorized user group of the text
  • Approvals are activated for the account
  • The texts have a approval status (released, in release or rejected)

Adding the tab My texts

In the last release, the My texts tab was renamed My approvals, as this fits better with the content displayed there. In addition, a tab My texts has now been added again, which displays all texts matching the title in whose write-authorized user group the calling user is located.

Serviceware Knowledge 5.60

You can also read about the new Knowledge-Integrator and to Flows.

New functions and Improvements

Renaming of the My Texts tab to My approvals
The My texts tab has been renamed to My approvals for a better understanding of the content displayed there.
New fields for the approval process in tabs for approval and search
Three fields have been added to the tabular view in the tabs My approvals, For approval and Search:

  • Responsible user

  • Approval group

  • Approval status

These fields are hidden by default and can be added via column editing.

Also, depending on the status of the approval process, a corresponding icon is displayed next to the text icon.
Figure 3. New fields for approvals and additional status symbols
Optimization of the filter selection of the release process for the search
The filter options for the approval process (Approved, For approval and Rejected) have been expanded to include the entry No approval process.
Figure 4. Filter options with new selection No approval process
The following changes have been made to the use of search filters for the approval process:

Previously, all texts that were approved were output by filtering on Approved, as well as texts that never went through a approval process. Now this is can be distinguished. The filter option No approval process is used to output all texts that have never undergone an approval process.

Filtering on Approved, on the other hand, now only outputs texts that have actually been successfully released. If you want to see both as before, you can use both filter options in parallel

Improved proposal creation and proposal editing for active text elements
The feather symbol has been added to the field for creating and editing within text elements for better recognition.
Figure 5. New symbol and text when creating and editing suggestions with text elements
In addition, Add suggestion has been changed to Edit suggestion if there are already suggestions for the text. The number of existing suggestions is then added in brackets.
Improved user interface for the CCA function Generate content
The user interface for the new AI-supported content creation function has been improved, particularly with regard to text selection.
So for example, during use it is now made clearer if no text has been selected by the user or no text is available in the editor. In this case, no prompts can be entered or triggered.
Availability of the Generate content function of the CCA for other entities
The function is now also available for other Knowledge entities in addition to texts - for example for editing messages.
Two new report tiles for new Knowledge Basic Reporting
Two new cards have been added to Knowledge Basic Reporting (BETA). They show the number of users who were active in the selected period, as well as the statistical average of text views per user.
Tip: Please note that these cards only display data from the time they have been available in reporting (from 09.01.2024).

Bug fixing

Visibility of the approval history when editing via text editing
The approval history in editing mode is filled correctly again with the approver and status, regardless of whether the approval was made via editing mode or the eye symbol in the action bar.