Viewing articles and documents

SECURITY  Security level with permission to view knowledge base articles and documents

NAVIGATION   > Home > Search > Knowledgebase Articles

NAVIGATION   > Home > View > Documentation Manager

NAVIGATION   > CRM > Organization page and Organization Dashboard page > click Documentation Manager

To open the page, use the path(s) in the Security and navigation section above.

Viewing articles and documents in dialogs and browser pages

Articles and documents are initially opened in a large dialog box.

When you click the Open in New Window icon, the dialog box is closed, and the same content opens in a new browser window.

Buttons and tools are the same in both views.

Window Title

In View mode, the window title bar identifies the type of content item, followed by the title of the item.

Task bar

Button Description

Edit

Puts the item into Edit mode. This button appears only for users with Edit privileges. Refer to Knowledge Base and Documents security settings.

Relate Ticket

If you opened the article from the Suggested Solutions page and if the article was indeed a solution for the ticket, you have the option to relate the ticket to the article. Refer to Finding a solution from a ticket.

Yes, this solved my problem, No, it did not (article only)

These two buttons appear only if the article is accessed from a ticket. Refer to Knowledge Base.

  • Check Yes, this solved my problem if the article presented a solution to the ticket.
  • Click No, it did not if the article was not helpful.

If an article is voted to be helpful, a banner will be displayed, and the ticket will become related to the article (if it is not already related).

Print View

Opens a customizable print view of the document. Refer to Printing an article or document.

Tools menu

Copy

Makes a Copy of the content item. This button is only enabled for users with permission to add articles or documents. Refer to Knowledge Base and Documents security settings.

Article Version History or Document Version History

Opens the Version History page. Refer to Managing article and document versions.

This option is disabled if the item Content field contains legacy HTML content. Refer to Updating legacy HTML formatting in the Content field.

Article History or Document History

Opens the Article History or Document History page. Entity history pages track changes to specific fields. Refer to Article history and document history.

Convert to Document (article only)

This option is available if Document Management is enabled and you have permission to add a document.

When selected, the Convert to Document dialog box opens.

  • Select an organization and a document category.
  • The Publish To option defaults to the one in the original article, except for Internal & Classification and Internal & Territory, which default to Internal Only.
  • All other details about the article including status, keywords, error codes, tags, reference link, content, checklist, related items, activity items, attachments, and the Visible to Co-managing Users setting, are carried over.
  • If there is a draft associated with the article, it will be discarded during conversion.

NOTE  Global articles cannot be converted to documents, and this option is hidden.

Convert to Article (document only)

This option is available if Knowledge Base is enabled and you have permission to add an article.

When selected, the Convert to Article dialog box opens.

  • The Publish To option defaults to the one of the original document, but you can select a different one.
  • If Internal & Organization is selected, the Organization field appears and must be populated. For all other options, the Organization field does not appear.
  • If Internal & Classification is selected, the Classification field appears and must be populated. For all other options, the Classification field does not appear.
  • Select an Article Category.
  • Other details about the document including status, keywords, error codes, tags, reference link, content, checklist, activity items, and attachments, are carried over.
  • Related Organizations and Related Devices are not supported for articles and are not carried over.
  • If there is a draft associated with the document, it will be discarded during conversion.

Header

For a description of most header fields, refer to Adding and editing Knowledge Base articles and Adding and editing documents. The following additional system fields appear:

Field Description

Article ID or Document ID

 An immutable, system-generated unique identifier for the content.

Created

 The date and time the item was created and the resource who created it. This field is view-only.

Edited

 The date and time the item was last edited and the resource who edited it. This field is view-only.

Copy icon

Copies the ID and title of the content item to your clipboard.

Collapsible sections

The content appears in Rich Text, including any images. This section is always expanded when the article or document is opened.

If the Website/URL field was populated, a hyperlink to the external content is displayed. When you click the link, a message will let you know that you are leaving Autotask. Select Do not show me this message again to turn this warning off.

If the content item contains a checklist template, any checklist items appear in locked mode.

To edit the checklist, the article or document must be in Edit mode.

To copy the content item checklist to a ticket, do the following:

  1. Click Add Checklist to Ticket or Add Checklist to Ticket & Relate Ticket to Article or Document. If the content item was opened from a ticket, the ticket number appears above the buttons. If the content item was opened from a location other than a ticket, a dialog window will open.
  2. In the single-item selector, enter a ticket number or click the selector icon to open the ticket selector.
  3. Click Apply to Ticket.

NOTE  If the ticket already contains a checklist and adding the content item checklist would result in more than 40 checklist items, you will not be able to add the checklist.

This section is always expanded when the article or document is opened. Any tags that were already associated with the content item appear in alphabetical order. Click Group Tags to order the tags by tag group, then tag name.

All users can add tags to a content item. The limit is 30 tags. Tags are associated immediately, and you do not have to be in Edit mode to add one. Simply start typing in the Add a tag... field.

For general information on tags, refer to Working with tags on a ticket.

For information on how tags can help solve a ticket, refer to Searching the knowledge base by tag.

Document and Knowledge Base article accessory tabs

Articles and documents have two accessory tabs, Activity, and Attachments. For more information, refer to: