Knowledge articles
Overview
Knowledge articles are the organisation's wiki — handbooks, instructions, curated experience. They live in knowledge spaces, carry a version and a status.
What distinguishes this wiki from a folder full of files is the review interval: an article reports itself when it has gone unchecked for too long. Without that, every knowledge collection rots — not because it was set up wrongly, but because nobody notices when it has grown old.
Core tasks
Write an article. New article requires title, space, summary and body. The list shows title, space, status, review, version and last change; filtering is by space and status.
Keep versions. On saving you choose between a draft and a new version with a version comment. Versions can be compared; if two are identical in content, the display says so explicitly rather than showing an empty comparison.
Publish. An article is published deliberately — drafts stay internal.
Plan maintenance. An article carries an author, a review interval in days and the time of the last check. Once the interval has passed, review due appears.
Release to the portal. The In portal switch makes an article visible to customers — a separate decision per article, not a consequence of publishing.
Set favourites. Frequently used articles can be marked as favourites.
Fields in detail
The What it does column answers what changes in the system — not what the field is called. The grey name behind the label is the API field: the same thing runs under that name through automation, import and AI tools.
Creating and editing an article
| Field | Required | Values / format | What it does |
|---|---|---|---|
Title title | yes | text, max. 255 characters | The heading. Appears in list, search, assistant citation and in the portal. |
Address slug | no | text, max. 255 characters | The readable part of the address. Built from the title; changed by hand, existing links to the article break. |
Space spaceUlid | yes | an existing knowledge space | Where the article lives. The space decides visibility and access — not the article itself. |
Parent article parentUlid | no | an existing article | Makes the article a sub-entry. This is how the structure of a handbook arises. |
Status status | no | draft, review, published, archived | Where the article stands. Only published is visible to others and cited by the assistant; review is the intermediate step for four-eyes approval. |
Excerpt excerpt | no | text, max. 500 characters | The teaser in result lists and tiles. Without it the system takes the first sentences — which rarely fits as well as a written one. |
Body bodyHtml | no | formatted text | The article. Images, tables, checklists and file attachments are allowed. |
Tags tags | no | several terms | Classification across space and structure; drives search and suggestions. |
Order sortOrder | no | number | Position among siblings in the structure. |
Review interval (days) reviewIntervalDays | no | 0 or more | After how many days the article is flagged for review. 0 means never. This is the field that protects knowledge from ageing unnoticed. |
Publish to portal publishedToPortal | no | yes/no | Makes the article visible to customers in the portal. Bear in mind that internal phrasing then goes outside too — this switch is not the same as "published". |
Versions
| Field | Values / format | What it does |
|---|---|---|
Save version saveVersion | yes/no | Creates a new version on saving instead of overwriting the existing one. Only then can you compare and roll back later. |
Edit summary editSummary | text, max. 255 characters | What changed. It appears in the version list — the sentence that explains why, six months on. |
Version versionNo | number | Which saved version to roll back to. |
Settings & permissions
- Module
module.knowledge. knowledge.article.view,.create,.edit,.deleteand — deliberately separate
— knowledge.article.publish. Writing and publishing are two different authorities.
knowledge.brand.allfor spaces across every brand.- Visibility hangs off the space. An article inherits the access of its
knowledge space; the portal release comes on top of that.
FAQ & troubleshooting
A customer cannot see an article. Two conditions have to coincide: published and released in portal. Each is its own decision.
I can write but not publish. Then knowledge.article.publish is missing.
"Review due" does not go away. The notice ends only with a fresh review — saving alone does not reset the timestamp.
The version comparison shows nothing. Then the chosen versions are identical in content. The display says so explicitly.