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Article Template Modified Date Does Not Change
THIS ARTICLE APPLIES TO: All versions of Knowledgebase before 9.0.1 Hotfix 3 ISSUE DESCRIPTION: The modified date of the article templates did not change in the user interface even when they were modified and saved with a new date. See picture of...
Article Template Transfer Button Not Working in Knowledgebase v8.3.2 HF2
THIS ARTICLE APPLIES TO: Knowledgebase version 8.3.2 Hot Fix 2 ISSUE DESCRIPTION: When the Article Template Transfer button is clicked, nothing seems to happen. ROOT CAUSE: This issue is due to a conflict between Knowledgebase and Windows 2003...
Articles Cannot Be Viewed on Secure Web Sites
THIS ARTICLE APPLIES TO: All versions of Knowledgebase. ISSUE DESCRIPTION: The message “Page cannot be displayed” or “Page not found” is received when a user attempts to access an article from a Portal that has a security certificate installed....
Articles Converted to HTML Open Twice in Portal Style 4
THIS ARTICLE APPLIES TO: Knowledgebase version 9.0.1 HotFix 1 (build 9.0.1.82.1). ISSUE DESCRIPTION: Articles converted to HTML open twice in the portal. Once in the portal frame and again in separate window. RESOLVED IN: This is resolved in 9.0.1...
Articles Created in Office Cannot Be Converted to HTML Inside the Knowledgebase
THIS ARTICLE APPLIES TO: Knowledgebase versions 8.3.x and earlier. ISSUE DESCRIPTION: Articles created in Microsoft Office can't be converted to HTML inside the Knowledgebase. ROOT CAUSE: Microsoft Office is not installed or Microsoft Office...
Articles Do Not Appear in the Customer Portal
THIS ARTICLE APPLIES TO: All versions of Knowledgebase. ISSUE DESCRIPTION: Articles do not appear in the Customer Portal. ROOT CAUSE: Articles will only appear in the Portal if they are in the "Published" (or "Live") workflow...
Articles Report is Unable to Return any Data Based on Selecting a Specific Group or Category
THIS ARTICLE APPLIES TO: Knowledgebase version 8.3.2 ISSUE DESCRIPTION: The Articles Report does not return any data when a specific group or category is selected. ROOT CAUSE: SOLUTION OR WORK AROUND: This was resolved in Hot Fix 3, please upgrade...
Articles Set to Expire Still Appear as Status NEW
THIS ARTICLE APPLIES TO: Knowledgebase version 8.1 and later. ISSUE DESCRIPTION: Unpublished articles do not expire. ROOT CAUSE: This is by design. Articles can only expire if they have been "live" or "published" to a Customer...
Articles are not Appearing in the Portal
THIS ARTICLE APPLIES TO: All versions of Knowledgebase. PROCESS: Several factors determine whether an article will appear in the portal. If you find that an expected article is not appearing, please check the following. Is the article is in a...
Articles that Have Search Keywords in the Internal Section of the Article Come Up in the Search Results
THIS ARTICLE APPLIES TO: Knowledgebase versions prior to 8.3.2 ISSUE DESCRIPTION: Searches for terms in hidden template sections appear in search results, despite Template Body Security being enabled. ROOT CAUSE: This issue occured in versions...