How can we improve the SMA (K1000)?

The Knowledge Base should have an author field

The author is important, if clarification or modification is needed yesterday. This should be filled in automatically based on logged in user, but could be changed if needed. Say if a proxy was entering the article.

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Jon DeMersseman shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

13 comments

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  • Chris Blake commented  ·   ·  Flag as inappropriate

    If you click the "Show all history" button at the top right of the KB, you'll know who created/edited/etc.
    For those asking for more formatting options, this has been drastically improved in version 8.x and above.

  • J.Porcel commented  ·   ·  Flag as inappropriate

    For those of us who use the KB, in different countries and languages, it would be good to link with locations, so that the KB, we had control of language, by location, or in its absence, different labels, so that the KB, was easily filtered, departments, languages,..........

  • Paul Milton commented  ·   ·  Flag as inappropriate

    Our work around is to use the "Importance" field for the author name. At least now we can filter by author.

  • Mark H commented  ·   ·  Flag as inappropriate

    My organisation is starting to use the KACE KB but are finding it rather limited. Our old helpdesk system did a much better job of KBs than KACE (6.3) does. Things like Author field, date when created/published, date for review, peer reviewed, etc would be useful additions to it. Also the ability to write KBs in different fonts etc would be useful. Addition of screen shots into KBs would be very useful too.

    Just my few cents worth!

  • Anthony Mazzara commented  ·   ·  Flag as inappropriate

    This is an area of the system that certainly needs developing. Having an Author recorded in some way would be very beneficial. It looks like this should be there with the "Show All History" link, but it does not seem to return any data.

  • Wes Wooten commented  ·   ·  Flag as inappropriate

    I agree completely. We have just started using the knowledge base and no one ever thinks to annotate their articles. It should be tied to their login at creation and then modifiable by the creator and Admins.

    The "Contributor" field is also a great idea, I hadn't thought of that. You could set that up as a comment system like in Service Desk, maybe with Owner only checkbox as well.

  • Bryan McGill commented  ·   ·  Flag as inappropriate

    Please add the Author field. There should only be one. However, a contributor field (for secondary, tertiary, etc , ammendments) would be good too.

  • Paulo Araujo commented  ·   ·  Flag as inappropriate

    I agree!

    Also missed that field.

    This field is important because if someone has questions about the article, you know who to look for.

  • Paul Milton commented  ·   ·  Flag as inappropriate

    Currently, we add the authors name and date at the bottom of the article text, and likewise if there is an attachment. Seems to be a good work around.

  • Kirk Mercer commented  ·   ·  Flag as inappropriate

    It would be ideal for the Knowledge Base to have the same customization options that are available to the Service Desk. Custom view and advanced search, multiple databases (we have separate groups with no overlapping responsibilities making use of the same KB), and list layout customization to name a few.

    At the very least, an "author field" would help to resolve many of the issues we face in developing and making use of our Knowledge Base.

  • Michael commented  ·   ·  Flag as inappropriate

    Again, this would be extremely helpful to see who last updated an article. Right now there's no way to audit who submits what content.

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