Service Manager

Editing Knowledge Layouts

You can edit layouts to enhance search options, enable or hide feedback buttons, or link related articles when articles are displayed.

The default knowledge layouts allow users in the Self-Service Portal to only search articles that are in the published state. This setting can be changed to allow all articles to be listed regardless of status. You can search for or browse articles based on a status by selecting it from the Custom Browsing pane. See also Knowledge State Transitions Reference.

1.From the Configuration console, click Build > Page Layouts to open the Page Layouts workspace.

2.Select SelfService from the list of roles.

3.From the Page Layouts section, click Advanced Options for the Knowledge Center layout.

4.In the Configuration dialog box, uncheck View Published Knowledge Only.

5.Click Save.

The system now displays and searches all knowledge articles, including those in the archived, draft, expired, in review, pending approval, published, rejected, and reviewed states.

Removing and Adding a Knowledge Type from View

To remove the ability for a role (such as Self Service) to view a specific category or type of document such as patch or error messages:

1.From the Configuration console, click Build > Page Layouts to open the Page Layouts workspace.

2.Select a role such as SelfService from the list of roles.

3.From the Page Layouts section, click Advanced Options for the Knowledge Center layout.

4.In the Set configuration for fields section, highlight Display Name: Filter By Knowledge Type and click Edit.

5.From the Set field configuration dialog, highlight the document type (for example Patch) that you want to disable from the role view, and click Delete.

6.To add the document type back:

a.

Click Add.

b.

In the Name field, enter the document type.

c.

In the Condition field, enter Equal To.

d.

In the Value field, enter a value. Enter the pre-configured default value type exactly as seen in the Enter Value Type column or the new added condition may not work.

7.Click Save.