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FAQs
If you have questions that are not addressed in this list please email us at
support@rightanswers.com or call
us at 1-800-501-9958.
Knowledge-Paks FTP Download
Who should download content from the RightAnswers FTP Service?
Current RightAnswers Knowledge-Paks On Site customers have the option of receiving content
on a CD, download through FTP, or both. Only Knowledge-Paks On Site customers have access
to the FTP Service.
What is the difference between Knowledge-Paks On Site and Knowledge-Pak Online customers?
Knowledge-Paks Online customers access the Knowledge-Paks website directly through a web
browser or through a supported online integration platform.
Knowledge-Paks On Site customers are required to import RightAnswers content into a supported
incident or knowledge management platform. Knowledge-Paks On Site customers can receive
content on a CD, download using the FTP Service or both.
I've downloaded the Knowledge-Paks content. How do I import the content into my system?
You will need to use the import program or process provided with your incident or knowledge
management platform. Reference the user's guide provided with your platform software for
more information. RightAnswers also maintains import documentation for selected platforms.
If you need additional assistance with the import, email
us at support@rightanswers.com or call us
at 1-800-501-9958.
Will the import overwrite existing solutions?
This depends on the platform you are importing RightAnswers Knowledge-Paks into. Some
platforms will overwrite existing RightAnswers solutions. Some platforms will create a
duplicate. Contact us for more information regarding your specific platform.
To avoid this issue all together, the RightAnswers FTP Service provides a way
for you to download delta editions.
What is a delta edition?
A delta edition is a Knowledge-Paks On Site publish that contains only new and modified
solutions since the last full edition publish. A delta edition will be a much smaller
download and enables RightAnswers customers to keep their Knowledge-Paks content up-to-date
without having to reload every solution every time a full edition is published.
For example, if you last loaded Full Edition 35, you would only need to download and
import Delta Editions 35.1 and 35.2 to have the equivilent of Full Edition 36.
I am a RightAnswers customer using Knowledge-Paks Online. Do I need to download anything?
No. Knowledge-Paks Online customers automatically receive the newest content as it is
added to our online library.
What if I miss an update?
If you download a full edition, it will contain all the solutions up to that publish date.
Each delta edition contains only the new or modified solutions since the last update so
you need to make sure that delta edition updates have been installed from your last full
edition installation.
Can I use a regular FTP client to download Knowledge-Paks?
Yes. Use your ftp client to connect to ftp.knowledgepak.com. Log into the server using your
RightAnswers FTP Service username and password.
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