Adding and editing Knowledge Base articles

Select the Article 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 Articles.

Only Autotask Administrators will see the Add Category icon. Click it to open the New Category and Edit Category pages and add a new category. Refer to Knowledge Base administration.

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

Select a publishing option to determine who can view the knowledge base article. Choose from the following options:

• Internal & All Organizations: When this option is selected, the content item can be accessed by all internal users and all Client Portal users at all customer organizations who have access to the knowledge base. For information about using the knowledge base 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 content item can be accessed by your internal Autotask users only.
• Internal & Organization: When this option is selected, the Organization field appears to the right of the Publish To field. The content item can be accessed by your internal users and by Client Portal users with Knowledge Base access at the organization you select in the Organization field.
  If you select this option, you must also select an organization.
• Internal & Classification (articles and article references only): When this option is selected, the Classification field appears to the right of the Publish To field. The content item will be available to your internal users and users who have access to the Knowledge Base through organizations that have the specified classification. When you select this option, use the drop-down list to select the classification. If you do not select a classification, you will receive a prompt to do so; otherwise, this content will appear for internal users only.
• Internal & Territory (articles and article references only): This content will be available to your internal users and users who are in the specified territory. When this option is selected, use the drop-down list to select the territory. If you do not select a territory, you will receive a prompt to do so; otherwise, this content will appear for internal users only.

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

NOTE  The notification panel will only show external contacts if the Publish To setting is Internal & Organization. For all other Publish To selections, external contacts will not be listed.

Type an organization name or use the data selector to select an organization. This field will only appear if you selected Internal & Organization in the Publish To field. When it appears, it is a required field.

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.

Type a classification name or use the data selector to select a classification. This field will only appear if you selected Internal & Classification in the Publish To field. When it appears, it is a required field.

Type a territory name or use the data selector to select a territory. This field will only appear if you selected Internal & Territory in the Publish To field. When it appears, it is a required field.

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.