View private knowledgebase articles

iti · **View private knowledgebase articles -** 21-07-2005, 02:54 AM

Is there a way to have staff view private knowledgebase articles... and not edit them? Or to have adeit as a secondary option after they click on and article? (and the primary screen is just to view the aritcle)

this is for eSupport v.3

ntwaddel · 21-07-2005, 03:49 AM

Sorta along the same lines, how does staff view the private downloads without editing them?

***Varun Shoor*** · 21-07-2005, 06:34 PM

Do you think a replicated KB or Downloads would be a good idea? We thought on this for a while but decided to not implement it. If we have enough feedback then we can take it forward.

Regards,

Varun Shoor

darkhorse · 22-07-2005, 02:04 AM

I think being able to at least click view instead of edit on the KB to just review a article and on the downloads the ability to click download for private files.

Just my 2 cents

9thtee · 22-07-2005, 12:54 PM

You should also be able to search for knowledgebase articles within the staff view.

Mark

iti · 28-07-2005, 07:16 PM

I agree.

I also think it should work like the following:

when you click on a knowledgebase entry, it should show you the entry (as it would show a user... without editing)

Then there should be an Edit button that could be clicked to go into WYSIWYG mode.

(and maybe eventually... each user could have a setting, controlled by the admin, that gives them the ability to change documents at all)

And a Search on the staff/admin side would be AWESOME.

***Varun Shoor*** · 28-07-2005, 07:23 PM

There is already Search for KB articles, Just look at top right of the Article List page. Additionally, You can also click on Options > Advanced Search to search a specific field.

Will brain storm some ideas on how to best manage Private Knowledgebase Articles.

Regards,

Varun Shoor

iti · 29-07-2005, 01:42 PM

Quote:

Originally Posted by Varun [K]

There is already Search for KB articles, Just look at top right of the Article List page. Additionally, You can also click on Options > Advanced Search to search a specific field.

sorry about that (search overlooked)

iti · 15-08-2005, 10:13 PM

I was just checking on this. Do you know if this will be added? I have other business owners that have yet to purchase your product., but want to know the same thing. We all run KB software and it would be SO NICE if we could have this private function, just show as HTML, with the option of clicking on an EDIT button. (that simple... no more than that is needed) The problem we run into is: spending time making entries, and then others may mess them up by accident because they were typing something while, also, viewing the KB entries. Anyway, now I have a few other colleague bugging me about the resolution on this issue, I was wondering If we could get a THUMBS UP or THUMBS down on this? Thanks

xyzed · 20-10-2005, 06:50 AM

We're now almost 3 months later than the original post. Yet still there is no way at all for staff to view private knowledgebase entries. Kind of defeats the purpose altogether ???

Please correct me if I am wrong and let me know how?

ehoffman · 26-01-2006, 10:48 PM

we should be able to download items registered in the downloads area. Only makes sense.

netsonic · 26-01-2006, 10:48 PM

I agree.. should have the option to edit instead of trying to use a kb that is always editable. the kb is there for information first. if one wants to edit, a click to edit button would suffice.. if we have admin staff using the kb.. how long before they blow away a kb entry that they are simply using like an end user.

appreciated.

ilion · 27-01-2006, 03:42 AM

I wouldn't rely on setting anything to private. Private things still show up in searches the user performs.

If you want a section of knowledge base articles for your staff, why not make a staff category, make a new template group, give access to the staff category to that template group and have your staff login to the user support site under that group?

HORTENSE · 27-01-2006, 03:55 PM

Quote:

Originally Posted by ilion

I wouldn't rely on setting anything to private. Private things still show up in searches the user performs.

If you want a section of knowledge base articles for your staff, why not make a staff category, make a new template group, give access to the staff category to that template group and have your staff login to the user support site under that group?

this is true.

my understanding was to have private articles so we can get new support trainees view articles like ... generally thinking: "how to deal with problematic customers" or "master list of serial numbers" but there's no way we can have sensitive topics in there because they show up in the user searches.

muppie · 23-03-2006, 04:08 PM

what's happening with this?

View Poll Results: Should KnowledgeBase (KB) be enhanced?
Yes, Add replicatiing options and more user defining control	3	100.00%
No	0	0%
Voters: 3. You may not vote on this poll

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iti Offline New Member Posts: 8 Join Date: Nov 2004	View private knowledgebase articles - 21-07-2005, 02:54 AM Is there a way to have staff view private knowledgebase articles... and not edit them? Or to have adeit as a secondary option after they click on and article? (and the primary screen is just to view the aritcle) this is for eSupport v.3

ntwaddel Offline New Member Posts: 5 Join Date: Jul 2005 Location: San Luis Obispo, CA	21-07-2005, 03:49 AM Sorta along the same lines, how does staff view the private downloads without editing them?

darkhorse Offline New Member Posts: 17 Join Date: Jun 2005 Location: Belmont, Ohio, USA	22-07-2005, 02:04 AM I think being able to at least click view instead of edit on the KB to just review a article and on the downloads the ability to click download for private files. Just my 2 cents ------------------------------------------------- Jacob Feisley Dark Horse Networks -------------------------------------------------

9thtee Offline New Member Posts: 7 Join Date: Jun 2005	22-07-2005, 12:54 PM You should also be able to search for knowledgebase articles within the staff view. Mark

xyzed Offline New Member Posts: 17 Join Date: Apr 2004	20-10-2005, 06:50 AM We're now almost 3 months later than the original post. Yet still there is no way at all for staff to view private knowledgebase entries. Kind of defeats the purpose altogether ??? Please correct me if I am wrong and let me know how?

ehoffman Offline Member Posts: 200 Join Date: Dec 2005	26-01-2006, 10:48 PM we should be able to download items registered in the downloads area. Only makes sense.

netsonic Offline New Member Posts: 1 Join Date: Jan 2006	26-01-2006, 10:48 PM I agree.. should have the option to edit instead of trying to use a kb that is always editable. the kb is there for information first. if one wants to edit, a click to edit button would suffice.. if we have admin staff using the kb.. how long before they blow away a kb entry that they are simply using like an end user. appreciated.

ilion Offline New Member Posts: 21 Join Date: Oct 2005	27-01-2006, 03:42 AM I wouldn't rely on setting anything to private. Private things still show up in searches the user performs. If you want a section of knowledge base articles for your staff, why not make a staff category, make a new template group, give access to the staff category to that template group and have your staff login to the user support site under that group?

muppie Offline Member Posts: 52 Join Date: Mar 2004	23-03-2006, 04:08 PM what's happening with this?