What are your Knowledge Managers duties if your database is set to instant publish / retire
If your Knowledge managers are not used to review and approve the publishing and retiring of articles, then what are their daily duties?
Knowledge Managers
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Forum Posts
Instant Publish vs Approval Publish - Which one do you use and why?
Do you have Knowledge Managers review and then approve articles to be published to ensure they are well written, conform to your standards, etc. or do you let articles be instant published? Has anyone had to switch from instant publish to havin...
Check Links Open to a New Window Button
At a previous position, I remember having a button that would check that the links in an article open in a new window. Obviously, we would do this as part of the approval process. Does anyone know the name of that plugin/feature? They possibly custom...
Making a knowledge base or knowledge article available to the public
I'm attempting to make a KA available to the public from our login page to aid in resolving login issues. We currently have the Knowledge Management - Service Portal up and running but following the documentation below we have been unable to present ...
Resolved! Expanding and collapsing content
Has anyone tried expanding and collapsing content in Vancouver? Does it work?
ownership group populating from the Configuration item.
We have on the articles the Configuration item.When the user creates the article and selects the Configuration item, we have the ownership group populate with the group from the Configuration item.The issue we face we save the draft kb article and we...
Flagging related articles across multiple knowledge base instances
Hoping someone can give me some guidance! We have multiple knowledge base instances which are managed separately (and by different teams), but there are some articles that are similar - so when a change is made to an article in 1 instance, we are loo...
Add Attachment button on Flag Article/Leave Feedback pop-up box
I have a request from the our help desk asking to see if they can allow attachments on the Leave Feedback/Flag Article pop-up box. I saw another post about a year ago about this however it never go answered so asking this question again. Has anyone b...
Fetch KB Articles which does not have translated articles in the related list
We are trying to pull the report from kb_knowledge table for a specific Knowledge Base which does not have translated articles related to it. We checked in the relationships table & found the below code. However, we are unable to modify to only fet...
TinyMCE Accordion - accessibility issues
HelloWe are just testing Xanadu which comes with new TinyMCE features including accordions. Someone else has noticed and posted that they don't work well with H3 headings. I am finding the following:When viewed on ESC portal there appears to be no i...
Reporting on Articles without translated versions
Long time lurker, first time poster - fingers crossed and thanks in advance for any help anyone can contribute. In our instance we leverage parent/child translations. We have added a Country field to all articles, treating all English articles labell...
Authors are not Consistent Addressing Feedback Tasks
We are having an issue where a certain percentage of our authors are not addressing feedback tasks assigned to their article(s). Obviously, this is an issue for keeping content accurate and up-to-date. We are moving towards ownership groups which sho...
Resolved! Can knowledge feedback tasks be displayed in the My Request widget?
When a customer leaves feedback on a knowledge article a knowledge feedback task is created.In this task the support office can ask the customer for more information and the customer can respond. Can the knowledge feedback task be displayed in the My...
How do you create a report showing the Highest viewed knowledge article per month in Xanadu
Hi all, Does anyone have a fool proof way to generate a report that shows the knowledge articles that have received the highest views within a specified time frame (preferably a calendar month). Any guidance would be greatly appreciated.
Can't Find KB Article in Pending Retire
Hello, I'm not sure what happened after Xanadu upgrade, I found that when I retired a KB article, now it went to Pending Retire. Last week, not sure how I got there, but I accidently found the KB article showed Pending Retire with Approve button. I h...
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