Can you have a work notes field (or something similar) for KBAs?
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03-22-2022 07:19 AM
I'd like the ability to document who requested the update or provided the new link, etc. to a particular version whenever we update a KBA. I don't want to create a knowledge feedback task (these are being used for metrics on the IT service desk agents). Is there a way to do this?
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Knowledge Management
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03-22-2022 08:18 AM
It's possible. You could customize the table to include a new String or Journal field (depending on the need) for documenting the information and add it to the KBA form. If you don't have the access to do that, you would need to ask a developer to do that.
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03-22-2022 01:52 PM
Back when dinosaurs roamed the earth and I was last using a source code management repository, at every check-in of code you were expected to describe what you did. I really wish there were an (optional) similar step when you update an article. Does anyone know if this is lurking somewhere in the Idea Portal? I'd sure upvote it if I could.
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03-16-2023 08:26 AM
I'm really surprised there is no native option for knowledge managers/administrators to add work notes to a knowledge article. We have work processes (like many other organisations, I'm sure) which require certain details to be captured when a KA is updated, approved, retired and so on.
We did get a custom text field added to the form which acts as a log, but it's far from perfect as it relies on people adding their name/initials and anyone with access can update previous entries (we've had some instances of past records being overwritten inadvertently because it's just an open text box, not like Work Notes on other forms).
In any case, we're losing even this functionality as part of a drive to go back to OOB - no more customisations, on the grounds that they can be a maintenance overhead and a barrier to future upgrades, so we will have nowhere to keep a true change log on our knowledge articles (the Activity Stream and History are helpful but simply don't cover everything we believe is important to capture, such as the context/reasons, originator or (non-system) approver for a KA update).
It would be great if this was something that could be addressed in a (not too distant) future release without the need for bespoke customisation.
