Questions

Categories View All Categories

General Questions

KB Clear Tag Filter

KB Report for Pending Review

I have a report for this, but it has a default value for a portal I chose. I'd like it to be "default client portal" so that technicians in other ticketing applications would see their pending KB articles. I'm assuming that's not possible?
So...
2 Answers
David Tod Last activity on 7/26/2024 10:00:18 AM by David Tod

KB Templates

Hello,
I am building out a KB for my department and I am wondering how I use the templates listed here: Article - Article and Service Templates (teamdynamix.com)
For example, I am trying to add in collapsible panels, but I am not sure h...
1 Answer
Miranda Bielecki Last activity on 6/20/2024 3:52:23 PM by David Tod

KB Workflow

Hello!
Anyone know if it would be possible to create a approval workflow for KBs? It doesn't look like there is a way to attach a workflow to KBs. If not, are there any recommendations on automating an approval process?
1 Answer
Michael Rodriguez Last activity on 5/10/2024 4:10:37 PM by Mark Sayers

Hide KB Article Category

I'm building out our KB Articles and creating categories that we will need but aren't currently using.
Is there a way for me to hide these categories, until I need them?
1 Answer
Aaron Rice Last activity on 4/18/2024 9:32:06 AM by David Tod

Link Ticket Types to KB Articles

Hi,
Does there currently exist a way to link either KB Articles or KB categories to a ticket type? So that when a ticket of a certain is created there is immediately related articles shown along the side panel under the user information or a ...
1 Answer
Peter Soto Last activity on 2/27/2024 1:45:36 PM by Mark Sayers

Sharing knowledge base reports

Is there a way to share a knowledge base report with a technician user without giving them access to analysis?
1 Answer
Mariah Rible Last activity on 1/2/2024 4:28:09 PM by Mark Sayers

KB Styling

Is there a way to add styles to a KB article? The <style> tag is explicitly forbidden in the global html allowlists configuration, but it would be extremely redundant to add the same style to every element in a list. And the portal styles p...
1 Answer
David Tod Last activity on 12/1/2023 12:34:00 PM by Brittany Renn

Knowledge Base Image Viewer/Pasting

Hello,
We just upgraded from 11.3 to 11.6. Prior to our upgrade, I could paste images into a knowledge base article just fine. After the upgrade, images that I paste are now in a tiny thumbnail form that you have to click on to see. How can I...
1 Answer
Mariah Rible Last activity on 7/13/2023 1:36:41 PM by Brittany Renn

KB Attrubute Visibility - Published & Public

What KB permission is tied the "Published" and "Public" KB attributes? Some of our users can see the status of these two attributes under "Details" when looking at the main page of a KB, and others cannot. Is it possible to make those attributes ...
1 Answer
Morgan Cranston Last activity on 9/8/2022 4:39:23 PM by Mark Sayers

What does the article reporting attribute "Read By" actually count?

Tried to find some info in KB and questions but couldn't. If already asked/answered I apologize.
Wondering specifically what does the "Read By" attribute measure for KB articles. Is it number of authenticated users that viewed the article? ...
1 Answer
Bill Harlan Last activity on 8/18/2022 10:09:45 AM by Mark Sayers

Set Knowledge Base article based on ticket form choices

Is there a way to set the Knowledge Base article on a ticket based on the ticket form choices?
We can certainly do this via iPaaS, but wondering if there's something more obvious built-in.
1 Answer
David Tod Last activity on 8/4/2022 12:32:30 PM by Mark Sayers

Details of Knowledge base permissions

I am unable to locate the list of KB permissions and what each means in detail. IE. always edit articles, etc. are very generic and do not provide any specific details as to what that actually means. Where is this detailed article
1. I am...
1 Answer
Amy Hamman Last activity on 2/24/2022 9:26:05 AM by Mark Sayers

Archived KB Search Results

Has anyone had any luck getting archived KBs to show up at the bottom of search results? I've tried making updates based on what is weighted but no luck.
1 Answer
Morgan Cranston Last activity on 1/13/2022 4:37:14 PM by Mark Sayers

Knowledge Base report

In the Knowledge Base report, you can select Owning Group. But nowhere in the KB Article can I find a place to update this field. Here is what I am trying to do.
As there are no notifications built into the KB system that I've been able to se...
1 Answer
David Robertson Last activity on 1/11/2022 8:56:10 AM by Mark Sayers