04/16/2015 1332 views


Is it possible to have a different knowledgebase for different Servicedesk queues? E.g. one for IS queue and one for an HR queue?


0 Comments   [ + ] Show comments


All Answers

KB articles are assigned by User Labels so you could create two labels, IS and HR and assign those labels to the user account and then when creating the article, decide who can see the article on the USER portal side, IS or HR. 

If the users have admin rights, they will see all the articles. 

Answered 04/16/2015 by: nshah
Red Belt

  • Hello,
    Thanks for the suggestion and this works well separating the KBs on the user portal side. However, I've tried a similar approach for the IS & HR staff logging the calls and it doesn't separate the KBs for the different queues.
    Any ideas for this?
    • If you have given them rights to the admin side of the kbox, you can't hide articles from anyone.
      • Hello,
        They're not admins, just IS or HR Servicedesk Operators.