Knowledge categories not shown under the base in Self-Service-->Knowledge

[rajalakshmi12]

Hi All,

For a knowledge base, I have 14 categories in the related tab, but the Self-service--> Knowledge only shows 5 categories while user trying to create a KB.

Is there any property that controls the visibility of all the categories.

Thanks & Regards,

Raji

[Allen Andreas]

Hi,

OOB there isn't anything that could hide specific categories (in fact you'll find MANY posts on these forums for people hoping and wanting just that. You can limit vision by article....or by the entire knowledgebase, but not by category.

So if you have 14 categories in the related tab, are they all active? If they aren't active, then of course the user can't select that from the category field.

And we're talking about this page right?

So when the user goes to create a new article and selects the KB (or it automatically fills it in for them if you set that setting), then they go to category and only see 5 of 14?

Please mark reply as Helpful/Correct, if applicable. Thanks!

[rajalakshmi12]

Hi Allen,

Thank you for responding my query. Yes, all the categories are active. And I refer to Self-Service --> Knowledge page and not from the Knowledge form. For example, below is a knowledge base 'IT' (Few Knowledge categories are not visible though they are active)

[Allen Andreas]

Hi,

Categories aren't viewable until they have documents in them.

Check to see if there's articles in them, if not, they won't show.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Mittal_M]

In Addition to what Allen said, the articles inside the categories/subcategories must be in published state and then the categories will be visible.