Knowledgebases or Articles are Missing from the KB Admin Control Panel

All versions of Knowledgebase

There are few or no Knowledgebases or articles found in the Knowledgebase or Article Management sections under the Content tab in the KB Admin Control Panel.

The articles or Knowledgebases do appear in the Customer Portal.

This issue most often occurs when a change has been made to the Internal User settings in the KB Admin Control Panel.

Log into the KB Admin Control Panel as an Administrator:

1. Under the Administration tab, click on Internal Users. Click on the name of the user who is experiencing the issue.
2. Make a note of which User Groups the user is assigned.
3. Click the User Groups option on the left hand menu.
4. For each User Group that the affected user belongs to, complete the following steps:
   1. Under the Knowledgebase Access section, place check marks next to the Knowledgebase that the User Group should have access to.
   2. Click on the SAVE button to save the changes.
   3. Repeat for each User Group.

This should resolve the issue.

Knowledgebase users who cannot view articles under the KB Admin Control Panel.

Please also ensure that the Internal Access Profile assigned to the affected user is given appropriate workflow permissions. If the profile does not have permissions to a workflow step, the user will be unable to see any articles in that workflow step.

If you have trouble performing these steps, or have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.