TDX Knowledge: Search the Knowledge Base

All technicians can view all Knowledge Base articles regardless of an article's status or ownership. 

In this article:

Searching the Knowledge Base

  1. Sign in to TDX and select Client Portal
    • If you are already signed into TDX, click the Applications menu  and select Client Portal. A new window (tab) opens.
  2. Click Knowledge Base in the menu bar. The Knowledge Base opens. 
  3. Click Search in the menu bar. The Search page appears with multiple search options. Note: By default, the Status filter is set to Approved.
    TDX search page with search criteria options including category, published status, public status, owner, created date and review date.
  4. Choose your search option(s). 
    • Search: Enter your search terms. 
    • Status: Use the dropdown menu to search by status. It is set to Approved by default. If you want to search all article status types, select the blank line at the top of the menu.
      TDX statuses: Not submitted, Submitted, Approver, Rejected, archived. The Blank status highlighted.
    • Category: Start typing or use the Lookup Category option. The Knowledge Base Category Lookup window will open. 
      1. Always Search by Both. Public does not mean published to
        TDX Knowledge Category Lookup view. Categories listed. Radio button options Public, Not Public, Both. "Both" selected.
      2. Ignore the Include Subcategories checkbox; we don't have subcategories.
    • Owner: Start typing a person's name or a Group name. You can also use the Lookup Owner option if need be. The Assignment Lookup window opens with options for filtering results. 
      1. Type your search term. 
        • You can leave all the filter options as is to search for Groups. 
      2. Press Enter or click the Search button. The list filters in place.
        Radio button options filtering results: Employees (selected), non Employees, or both. Grouped separately: people, groups, or both.
    • Review Date: Enter From and/or To dates.
    • Published, Unpublished,or Both (default) radio button options. 
    • Public, Not Public,or Both (default) radio button options. Public means the article is viewable in the Client Portal with no login. None of our articles should be marked Public. 
      1. Leave this option as Both.
    • Created Date: Enter From and/or To dates.
  5. Click Search. A list of articles meeting your search criteria appears below the Search options.
    Note: Search results are limited to 300.
    Example search for term "Kronos." Status: Not submitted. Both selected for Published or Unpublished. Both selected for Public or Not Public. Owner group chosen. Matching article displayed.
  6. Click the link to the article.
    Knowledge base Article. Breadcrumbs visible below menu bar. Sidebar options: Share, Add to favorites, Article details.

Using other Knowledge Base menu bar options

You can narrow down your search for an article using the filters on the menu bar.

  • My Articles - a list of any articles you own with options for modifying the search. Note: this list does not contain articles owned by your Group(s). 
  • My Favorites - all articles you have marked as a Favorite
  • Articles Pending Review (editors only) - a list of all articles that have been submitted for approval with options for modifying the search 
  • Feedback - search options for viewing feedback that defaults to a list of articles you own (if any) filtered to show only those that have unaddressed feedback. You have several options for modifying the list criteria. 
    • Article
    • Left By
    • Owner
    • Helpful, Not Helpful, Both
    • Addressed, Not Addressed, Both
      Feedback search options: Can start typing or click search icon for: Article; Left By; Owner. Radio buttons: Helpful, not helpful, both (selected). Radio buttons: Addressed, not addressed (selected), both.
  • Archived Articles - a list of all articles that have been archived with options for modifying the search
    Search fields with Status: Archived selected.