How can we improve the SMA (K1000)?

Better Customization Options in user portal knowledgebase

I'd like to see a more powerful WYSIWYG editor for the knowledgebase articles, maybe supporting Rich Text Format (RTF) and/or full HTML. I know Markup is already supported, but it's not ideal when you're trying to paste already formatted info into the knowledgebase or creating articles from scratch. There are nice WYSIWYG editors available that could probably be used, versus creating one from scratch.

Being able to forward the knowledgebase articles via email and retain the formatting would be nice too. Even the Markup formatted articles seem to be stripped when emailing them.

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    BA1 shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    35 comments

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      • Nick Vardis commented  ·   ·  Flag as inappropriate

        This is an extremely important request. Other service desk systems that put resources into their overall UX have passed KACE by miles.

      • Andrew Curtis commented  ·   ·  Flag as inappropriate

        Clearly there is a leadership issue at Dell/Quest. Yet another feature request I want going from 'planned' back to 'under review'. The fact that we are even asking for a basic WYSIWYG editor for a help desk/support portal is ludicrous.

        C'mon guys, fix this already!

      • Loren Woody commented  ·   ·  Flag as inappropriate

        Honestly, we are now looking at another product because the KB articles are not laid out in user friendly way.

      • Drew commented  ·   ·  Flag as inappropriate

        Easiest way I have found is to create KB articles in word and format the way you want and add screenshots and pictures, export to PDF then add in the text box the PDF via the html "object" tag

      • NerdZone commented  ·   ·  Flag as inappropriate

        Not quite sure what the status is. However, if it is back under review, I'm keeping this request alive. We would be very interested in the addition of a WYSIWYG KB editor.

      • Josh commented  ·   ·  Flag as inappropriate

        This is a pretty core feature that is just expected in products at this point. Kace missing it is quite a shock for me. I am surprised the product team isn't pushing harder for it as something that should have been included day 1.

      • Chris Blake commented  ·   ·  Flag as inappropriate

        Capturing history for KB Advisory objects is useful to many customers. At minimum: User, date, and fields updated (content is optional IMO)

      • Vito Asaro commented  ·   ·  Flag as inappropriate

        I agree that HTML should be used as the default for KB articles. For image attachments, the K1000 has a repository; a simple custom tag should be used to reference those images as was done previously in K1000 version 5.5

      • Andrew Curtis commented  ·   ·  Flag as inappropriate

        Now that this is planned, I would like to add my support to the detail about being able to email the KB articles and retain the formatting as suggested in the OP.

        As well as the previous comment which records the name of the technician who created the KB.

      • Anonymous commented  ·   ·  Flag as inappropriate

        I would like to see an editor too, but I think an opton to have the technician who entered the ticket's name appear in the knowledgebase. I.e. "entered by technician1" This is a real problem since there's no accountibility. It would be nice to print out the knowledgebase and know who to contact if there are questions, with a simliar problem.

      • Anonymous commented  ·   ·  Flag as inappropriate

        Markdown is pretty much useless. Especially if you have to re-create the markdown every single time you edit the article! And to boot, the markdown doesn't even work via the iOS application. I wish case would tackle the low hanging fruit. User experience is everything. If the backend is a pain to use people will go to a different product.

      • Matthew Shephard commented  ·   ·  Flag as inappropriate

        To address many of comments requesting Images to be inserted, there is a messy workaround... If you are using Markup, it supports HTML. Attach the image to the KB Article, copy the link it creates and then in your KB Article, use regular HTML to insert it:
        <img src="https://support.yourcompany.com/packages/kb_attachments/44/Example_Image.png">

        Again, not the prettiest of solutions, but does allow for images to be used as a workaround for those who need it.

      • Anonymous commented  ·   ·  Flag as inappropriate

        add me to the list of people who would like to be able to just copy and past images when adding a kb article.

      • Anthony Mazzara commented  ·   ·  Flag as inappropriate

        This module could also do with the ability to secure Category and Platform options better -- maybe making them customisable drop downs rather than free text.

      • Andrew commented  ·   ·  Flag as inappropriate

        Would really be nice to copy and paste screenshots of troubleshooting issues and steps taken to resolve. Being a member in the IT dept and having interns coming and going, this would be great for interns to learn.

      • BA1 commented  ·   ·  Flag as inappropriate

        Not really a solution, but if there is a KB article that requires any amount of formatting (inline images, etc.), we have been creating the article in Google Docs and just posting the link. This is inefficient, and probably keeps us from contributing to our knowledge base more. We use Google Apps, so it's easy for us to do, but this will probably not work for most.

      • Jim commented  ·   ·  Flag as inappropriate

        We just started using the Kace Service Desk...and yep, the Knowledge Base is frustrating as heck. I have dozens of articles that contain text and screenshots that I cannot simply cut and paste into the Kace knowledge base. I've read the blogs, the faqs, viewed the videos, emailed Kace support and there is no way around having to rewrite everything and then insert images. If anyone has come up with a solution, let me know. Thanks

      • mwaters4 commented  ·   ·  Flag as inappropriate

        yes, KB needs some TLC for sure. In its current form its not a viable solution for us. We didnt get this information in the sales pitch either.

      • Andrew Curtis commented  ·   ·  Flag as inappropriate

        Great suggestion but I cant see how the browser plugins address the image hosting issue though. I.e. having Kace host the inserted images.

        Having said that, the update that is about to drop any day now may make this a little easier.
        I have been shown as screenshot that shows the ability to add multiple attachments to a KB article without having to save between attachment uploads. We could use this to upload the required images and then use a browser plugin to do the rest.

        Is this the project that you are referring to Gerald? http://www.codeproject.com/Articles/2843/htmlArea-Turn-any-TEXTAREA-into-a-WYSIWYG-editor

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