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Articles

To ensure the sustainability and consistency of the knowledge base, the process of adding articles is divided into two phases:

  • Submitting a draft – can be done by all users with permission to create articles
  • Adding an article – can only be done by space administrators, either by adding the article directly or by approving a submitted draft

In this section of the documentation, we provide a detailed overview of creating articles from drafts and further work with these records.

Creating an article

You can create an article from two different locations:

  • Knowledge Base – from the list of spaces or the list of categories by clicking the button + Add and selecting Add Article, or directly from the list of articles by clicking the button + Add Article.
Image: Button for creating a new entry in the list of spaces
  • Request – From the details of any type of request, click the Action button and choose Add to knowledge base. With this method, the article title is automatically populated based on the request title, and the article text is populated based on the request description and its resolution, which can be edited before submitting the article.
Figure: Creating a knowledge base article from a request

The form contains the following fields:

  • Space – select the space under which the entry will be classified. If you are entering the entry via the list of categories under a specific space, or via a category under a space, the space will be pre-filled in the field. Click in the field to change this setting.
  • Category – select the category under which the entry will be classified. If you are entering the entry via a category under a space, that category will be pre-filled in the field. You can change this setting by clicking in the field.
  • Article title – a brief and concise description of the article.
  • Article text – the content of the article.
  • Type – the field for selecting the type is displayed only when creating a record from the list of categories under a space or under a category. The selection includes types defined in the section Global Settings → Knowledge Base.
  • Visibility – this option is displayed only when creating a record via a category. It is used to set access to the record.
    • Public – the record will also be accessible to people who do not have access to CDESK.
    • Internal – the record will be accessible only to users with access to CDESK who also have permissions set to access the category. You can set permissions in the section Users and Groups → User Details → Permissions tab → Knowledge Base → Categories.
  • Keywords – this option is displayed only when creating a record from the category list under the section and when creating a record under a selected category. Keywords are used to identify an article. You can search for a record using keywords in the full-text search.
  • Comment tracking – this option is only displayed when creating a record from the category list under the section and when creating a record under a selected category. If the toggle is set to on , it will be possible to add comments to the article after saving the draft as an article.

An article is created by clicking the Save Article button. This button is accessible only to those responsible for the selected area and to the application administrator, provided that all fields in the article form are filled out, with the exception of keywords, which are optional but recommended.

Image: Form for an article created from a request

Save the draft as an article

There are two different ways to save a draft as an article:

  • You can save a draft as an article directly while creating it, provided you have the necessary permissions.
  • From the list of drafts, where you can search for and open the draft.

In both cases, the form must have the following fields filled out: Category and Type. Once these fields are filled out, the “Save Article” button will become available in the lower-right corner of the record. Clicking this button will save the record as an article under the selected section and category.

Image: Button to save the article

Add a comment to the article

Once saved, an article can be edited, deleted, or commented on. You can access an article by navigating to a specific Space and then selecting a category within that Space. When you open a category, a list of articles under that category will appear. You can also search for an article directly using the full-text search.

Image: List of articles in the category

Each article is tagged with article type and keywords for easier identification. Click on the article title to open it. The comment field is located below the article content. You can use the comments section to post feedback on the article, for example.

Image: Knowledge Base Article

To save your comment, click the Add comment button. Clicking the Cancel button will close the article details without saving the changes.

Editing and deleting an article

To edit an article, click the Edit button in the upper-right corner. Clicking this opens the same form used for submitting a proposal. You can edit all fields in the form except for Space and Category. Only users with the appropriate permissions can edit an article. You can set permissions in Users and Groups → User Details → Permissions tab → Knowledge Base → Records.
Image: Button for editing an article

To delete an article, click the Delete button in the lower-right corner. After clicking, a window will open warning you that the article will be deleted. To delete it, click Delete. If you select Cancel, the window will close and the article will not be deleted.

Image: Button to delete an article

Search articles

To search effectively by entering a specific term, you can use the Search field located in the list of knowledge base spaces. This so-called full-text search searches the following columns:

  • Article Title
  • Keywords
  • Category
Image: Searching for articles in the list of spaces

If you need to search for designs based on multiple criteria, you can use the advanced search filter, which you can access by clicking the + button next to the Search field. In this filter, you can specify specific search conditions over the following columns:

  • Any column
  • Category
  • Title
  • Space
  • Status
  • Type
  • Created
  • Created by
  • Modified
  • Modified by
  • Article text
Figure: Filtering criteria in the list of suggestions

Depending on the column type, you can choose between “contains” or “does not contain” conditions for the search term or part of it; for dropdown lists, select one of the available values. You can freely combine and expand search conditions using the logical operators AND (and) and OR (or). You can save frequently used or otherwise specific filtering conditions under a name of your choice, and they will be available with a single click above the list of approval rules for future use.

For more information on how to use filters effectively in CDESK, see the following links: Search and Advanced Filters.

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