Adding and editing documents

Type an organization name or use the data selector to select an organization. All active organizations of all organization types are available.

The organization you select here will be the owner of the document. Organization contacts with access to the Client Portal will have access to the document if Internal & Organization is selected in the Publish To field.

The default is Active. When Active is selected, the content is published as soon as you click Save. To hide the content from anyone but administrators and make it unavailable on selector pages, select Inactive.

Select the publishing option for the document. The selection determines who can view the content. Choose from the following options:

• Internal & All Organizations: This document will be available for all internal users and all users at any organization who have access to documents via the Client Portal. For information about using the Knowledge Base and documents with the Client Portal, refer to Managing client access to articles and documents in your knowledge base.
• Internal Only (default): When this option is selected, the document can be accessed by your internal Autotask users only.
• Internal & Organization: This document will be available to your internal users and to Client Portal users at the organization selected above (the owner organization).

NOTE  If you publish content to an organization that gets merged with another, the Publish To status will automatically default to Internal Only.

Select the document category the content should be created in, or moved to. The category defaults to the last category you selected during the current session. If no other content was created during the current session, the selection defaults to All Documents.

Only Autotask Administrators will see the Add Category icon. Click it to open the New Category page and add a new category. Refer to Documentation Management administration.

By default, new articles and documents are visible to co-managed users. To hide the article or document from this group, clear the check box. For information on the co-managed security level, refer to Co-managed setup.

NOTE  This field is hidden from Co-managed users, but defaults to selected.

Enter a Title for the content. The title is required but does not have to be unique.

You can enter one or many keywords for this content, separated by commas. Keyword is one of the searchable fields in a Knowledge Base search.

NOTE  Keyword is a single word search. If you want to use a two-word phrase as a keyword, do not use spaces between the words. For example, to use hard drive as a keyword, enter harddrive into the field.

The Related Items section allows you to add a list of Autotask tickets that are related to this content. If you are creating the content from a ticket, that ticket will be automatically related. Tickets will be ordered by ticket number (ascending). A small fire icon indicates that the ticket association was created by a Taskfire user. Users with access to the Service Desk, or that appear on the ticket as a resource, can click the ticket number to open the ticket in a separate window.

To add a ticket to the list, start typing the ticket number and select a ticket, or click the selector icon and select the tickets you want to relate to the article or content.

To relate a content item starting from the ticket, do the following:

1. Open the ticket you want to link to the content and click Search Knowledge Base.
2. Find the content you want to link.
3. Click Relate Ticket.

To relate other articles and documents, start typing the title and select an article or document, or click the selector icon and select the content you want to relate to the article or content.

Some articles or documents are relevant to a broad number of devices. Allowing users to quickly relate all devices of a certain category alleviates the need to constantly update a list whenever a new device is created.

To relate device categories to the article or document, start typing a category name or click the selector icon and select the device categories you want to relate to the article or document.

To relate up to 100 organizations to the document, start typing the organization name and select an organization, or click the selector icon and select the organizations you want to relate to the document. Relating a document is not the same as selecting the owner organization. You cannot publish to related organizations. You can think of related organizations as creating an internal link. If some of your customers have the same Premium contract, for example, you can associate the contract to your local organization and relate it to all customers it applies to. The document appears on the Documentation Manager page of organizations it is related to, so you can easily open it for reference.