Forum Posts
Prioritizing article suggestions during ticket creation
Is there any way to "weight" a specific article to be the first suggestion that comes up when someone types in a matching keyword when submitting a ticket? We have a large KB with several articles about Insurance, and I need a specific one to come up...
Knowledge blocks feel illogical...
Hello! I'm sure there has been plenty of talk about this over the years, but I'm struggling with the logic of using blocks within a support department knowledgebase. If all members of the department are set to contribute to a knowledgebase, then they...
Republish button KB should follow the same approval as publish
Do you know how to modify the republish button (for KB) to follow the same approval flow as publish? This is how the publish is configured.
Resolved! Clarification on OOB Knowledge Approval Workflows with Ownership Groups Enabled
Hello all,I am seeking clarification regarding the behavior of the OOB Knowledge Approval workflows when Knowledge Ownership Groups are enabled. Specifically, does enabling these groups route the Approval Publish and Approval Retire workflows to the ...
Knowledge Article Expand/Collapse - Change chevron/caret size?
Hello. I fully understand this is a weird one, but was hoping someone might have some insight to this.We have knowledge article templates that utilize the expand/collapse functionality. They've gotten complaints that people don't know that they need ...
Approving articles from different views
I have noticed that when approving articles there are different options depending on where you are at in the article. When viewing from the "Approvers" tab and you double click the "State" field to approve, deny or whatever there's a list of selectio...
Localization Framework for knowledge base and Service Operation Workspace
In a multilanguage SN environment with Knowledge article versioning and dynamic translation enabled there 2 ways for translating article.1 ) Translation management 2 ) Localization Framework support for Knowledge BaseAbove solution are alternative to...
Pasting images into Knowledge Articles
Is there any way we can add a feature to rename an image when utilizing the drag and drop feature within Tiny MCE to make it easier for my authors? Organizing and renaming 10 graphics named pasted_image.png gets confusing and my authors don't want to...
Resolved! Suggested search results open in "backend view" instead of "portal view"
When I search for something on our portal I get "recently viewed" results and "suggested" results.The suggested results display the knowledge page in an older, more backend like format while the recently viewed results display the same knowledge page...
Issues with minor edits fields not turning off when removed
I am experiencing two issues with minor edits for versioning. 1. We turned minor edits on for a few fields. It was working fine. We needed to test a potential related issue. We turned off minor edits from the Properties however the fields selected fo...
Collaboration on article creation with Ownership groups enabled
Hi All, We have had Ownership group enabled for awhile now and one of the issues that I am getting often is how do teams collaborate on a knowledge article? It has been raised a few time now. Our ownership groups are tied to our assignment groups. Of...
Relating articles via reciprocal links
I am hoping someone here can lend some insight into my question which pertains to relating knowledge articles to each other. As I understand it today, if I have 2 articles, A and B that I want to relate I need to make sure they are both published and...
Expiry KB articles list link not working while session is expired/logout
Hello Experts,We are using OOB 30days kb article expiring notification.Link for list of expiring articles showing correct while session is active/logged in, if we open same link in incognito mode or post logout if we click on link it asking user id a...
Extra spaces showing on knowledge templates edit screen
When looking at the edit view before checking out an article there is noticeable extra white spacing between fields on knowledge templates. I have verified there is no extra hidden paragraph line-breaking or text in the field causing this issue.I hav...
