Configurations > Knowledgebase Management > Article Types
This function manage Knowledge Base Article Types, type is the descriptor of the nature of the information in an Article.
Each Type has an own sets of standard properties. When creating a new type on the basis of an already existing, the new will inherit all the properties from its ancestors. You can customize the types by changing editing standard properties and/or add your own field using the Formbuilder.
Customize a standard field by double clicking on the field and the Edit Property dialog will show. All options are not available on every standard field. For instance is the Name property so essential that it can never be hidden.
•Hide field -either hide the field when item is created.
•Show in info panel - make it show in side panel (left hand side in AP, right in SSP).
•Entity – The field is a dropdown list and here you choose what list of values to show.
•Add dependent field – In Formbuilder topic
Standard Knowledge Base Article Types are:
•Q&A
•Known Error
•Problem Solution
•Reference
•Copyright and Legal questions
•Simple Article
List of default properties for each type is shown in Default properties for all Knowledge Base Article Types.
New Knowledge Base Article Type can be added by clicking the Add Type button. Name is mandatory fields, and you can add a description and browse for an icon of the Knowledge Base Article Type. The icon is shown beside the name in lists in Agent Portal and Self Service Portal.