Internal and Archived Articles

Summary

To help ensure that archived and internal articles are not used in tickets, their titles should have the appropriate prefix at the beginning.

Body

Internal articles and archived articles will show up when searching for an associated article to link into a ticket. They will also show up in other technician searches for anyone who has permission to see them. Internal and archived articles should not be used, but can easily be mistakenly added to a ticket or linked as a related article. To help ensure that archived and internal articles are not used, their titles (Subject field or Name field for a service offering) should have a prefix at the beginning.

Prefix Use for
HD-Internal: Article subject Help Desk internal articles
NET-Internal: Article subject Networking internal articles
KB-Internal: Article subject Knowledge base article guides
ARCHIVED: Article subject Archived articles

Details

Details

Article ID: 500
Created
Mon 5/20/24 5:57 PM
Modified
Thu 5/30/24 11:54 AM

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