Query regarding Knowledge

[JanS2000]

Hi, I'm just starting to implement Knowledge Articles and convert some FAQs, but I've noticed that when I search on the employee portal, there isn't an option to search Articles (it finds the one I've converted, but it isn't distinguished from FAQs). 

Also, I've noticed on the videos and on some previous posts, that we should see a separate Articles section come up when we click the lightbulb in a request. Ours still only shows FAQs. I've checked the config of the Knowledge Base and it's visible to the Employee portal, the article is published (no approval showing as I'm an approver and it was me that added it). Do I need to enable this service anywhere else? I feel I'm missing something very obvious. Any help would be much appreciated, thank you! 

[AndyG]

Hi @JanS2000, Great to hear you are starting to use knowledge articles.

For the Employee Portal Search..
Please make sure you replace the old Collaboration widget with the new SM widget:

And then please configure this widget to ensure Articles are enabled:

[AndyG]

@JanS2000, For the solution action in the request..

Is the service of the request added to the knowledgebase subscriptions?
 

[JanS2000]

Thanks @AndyG, I haven't done anything with those settings so I'll have a look at them now, thanks for your help!

[JanS2000]

Thank you @AndyG, I've followed your guidance and now see what I expected to see  Thanks so much, your help is very much appreciated!

[JanS2000]

Morning @AndyG, sorry to trouble you. I got everything set up ready and added the widget, subscribed the relevant service etc., but our users don't see any content in the widget. I do, but then again, I've got knowledge manager/admin roles. 

Initially I added the Knowledge User role to all basic users, but when I checked with some users, they didn't see any content in the widget. I removed the User role and added the Knowledge Guest role to two people - 1 can now see articles (they're also a full user in ICT) but the basic user I added the role to, still didn't see any content with either role.

The Knowledge Guest role doesn't have any application permissions - what's the purpose of this role? My colleague only saw articles on the portal after I added this role. Do I need to add both the User and Guest roles to all users for it to work?

[AndyG]

Hi @JanS2000, The "Knowledge Guest" role is a legacy role that is no longer used. The "Knowledge User" role should be used instead.

https://docs.hornbill.com/servicemanager-config/setup/service-manager-roles#knowledge-roles
 

[HGrigsby]

Hi 

I have started setting up some users with access to knowledge and have found they are able to get into it but are getting an error message.

When I look at the knowledge user role it is missing this permission.   I copied it and set up new version and added the missing right in and it works without any error messages.

Is there something that I am missing or have set up incorrectly?

Thanks

Helen 

[AndyG]

Hi @HGrigsby, A fix for the following defect will be in the next release of the Service Manager app:

PM00184932 - Full users with the "Knowledge User" role encounter errors when accessing Knowledge