Knowledge base in web help desk

Open discussion about the Asset Navigator Web HelpDesk

Knowledge base in web help desk

Postby jlowthert on Fri Apr 09, 2004 2:45 pm

Is there any way that we can turn off the knowledge base for the end user web? We use the KB as an IT KB. That means there are sensitive articles in there that I don't want the end users reading. For instance there are aticles on how to make certain system-wide changes which is information that only a technician should know. It would be nice to be in the Tech help desk but not the end users. Or maybe there could be a way to make a KB article private so that it doesn't show up on the web. Any help would be appreciated. I have everything runing in our test environment and this seems to be the only issue. Good product. Each release seems to be getting better. (I really like the ability to add activity to an existing ticket for the end user in the help desk.)
Jim Lowthert
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Postby mhull on Fri Apr 09, 2004 2:49 pm

You can simply make each individual article 'private' when you create it. Then the users will not be able to access any articles.
mhull
 

Postby jlowthert on Fri Apr 09, 2004 3:16 pm

If an article is private, will it show up in the Technicians web desk or does that hide it from all web pages?

(Great feature by the way.)
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Postby moroz on Fri Apr 09, 2004 3:22 pm

Using check box "Public" restricts an access for Users; Technicians will see all of them.
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Postby jlowthert on Fri Apr 09, 2004 3:23 pm

Excellent! This version of the web helpdesk seems to be a very good release.
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Postby jlowthert on Fri Apr 09, 2004 3:23 pm

Thank You!
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Hide the folders in Browse view

Postby jlowthert on Sun Apr 11, 2004 8:47 am

My next question is this: If you make all of the articles withing a category private, the website shows the folder but it is empty. Is there some way that the folder can be hidden (in the browse KB view) if all the folders are empty. If there currently isn't, can this be considered for a future release. For the IT section of our KB, it would be really nice if the end users just didn't even know that it existed.
Jim Lowthert
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Postby moroz on Sun Apr 11, 2004 6:06 pm

This feature will be added in a next release - there will be a "Private" folder visible to Technicians only.

Thank you for your suggestion!
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Postby jlowthert on Sun Apr 11, 2004 7:17 pm

Excellent! That will make the helpdesk even better than it already is.
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