Knowledge Management widgets

Use Knowledge Management widgets to build a knowledge base for your portal.

Knowledge Management widgets are included as part of the Service Portal - knowledge base plugin [com.glide.service-portal.knowledge-base], which is activated automatically with the Service Portal for Enterprise Service Management [com.glide.service-portal.esm] plugin.

For more information on knowledge management, see Knowledge Management.

KB also in Category widget

List of articles also included within a particular category.

The information that appears in the KB also in Category widget is determined by the knowledge article child categories. For more information, see Define a knowledge article category.

Figure 1. KB also in Category widget
Knowledge Base also in Category widget

Instance options

Table 1. Instance Options
Field Description
Bootstrap color Color scheme for the widget. The default colors are defined by the portal theme, but if you want the instance to have a specific color, select the option from the list.

KB Article Comments widget

Rating and comment option for knowledge base articles.

Ratings on articles in the KB Article Comments widget determine the article popularity in the KB top rated widget.

Figure 2. KB Article Comments widget
KB Article Comments widget

Instance Options

Table 2. Instance options fields
Field Description
Show star rating Select the option to show a star rating on the KB article comments widget. Selecting the Use system properties option shows the star rating option based on the glide.knowman.show_star_rating system property.
Show user comments Select the option to show the comment box on the KB article comments widget. Selecting the Use system properties option shows the comment box based on the glide.knowman.show_user_feedback system property.

KB Article Page widget

Use the Article page widget to view Knowledge Base articles within Service Portal.

Any specialized font or formatting added in the text field for the knowledge article within the platform, appears the same way in the portal.

Figure 3. KB Article Page widget
Knowledge Base Article Page widget

Instance Options

Field Description
Bootstrap color Color scheme for the widget. The default colors are defined by the portal theme, but if you want the instance to have a specific color, select the option from the list.
Show star rating Displays the star rating on the article page widget. If you select Use system properties, the appearance of the star rating is defined by the glide.knowman.show_star_rating system property.

KB Categories widget

Lists the categories for your Knowledge Base.

Figure 4. KB Categories widget
Knowledge Base categories widget

Categories are determined by the list of Knowledge Categories provided for the Knowledge Base. To view a list of categories for a knowledge base, in the platform navigate to Knowledge > Administration > Knowledge bases, then select the name of the knowledge base, for example IT. Categories for the knowledge base appear in the related lists. If a category does not have any associated articles, it does not appear in the portal. For more information on defining categories for a knowledge base, see Define a knowledge article category.

The knowledge base a portal uses is determined in the portal form. On the Service Portal configuration page (Service Portal > Service Portal configuration) click Portals in the header menu. Select a portal from the list, then in the knowledge base list, select a knowledge base.

Figure 5. Select knowledge base
Portal form with the knowledge base list open and IT selected

Instance options

The KB categories widget does not include instance options.

KB Category Page widget

Articles and article preview within a particular category. Categories are specified withing the Knowledge Base module.

Figure 6. KB Category Page widget
Knowledge Base Category Page widget

Instance options

Table 3. Instance options fields
Field Description
Bootstrap color Color scheme for the widget. The default colors are defined by the portal theme, but if you want the instance to have a specific color, select the option from the list.
Show star rating Displays the star rating on the category page. If you select Use system properties, the appearance of the star rating is defined by the glide.knowman.show_star_rating system property.

KB Most Viewed widget

List of most viewed knowledge base articles, based on user feedback.

Figure 7. KB Most Viewed widget
Knowledge Base Most Viewed Articles widget

Instance options

Table 4. Instance options fields
Field Description
Title The name that appears in the widget header
Bootstrap color Color scheme for the widget. The default colors are defined by the portal theme, but if you want the instance to have a specific color, select the option from the list.
Max number The maximum number of most viewed articles listed
KB category KB category for the most viewed articles. The list is generated by the kb_category table.

KB News widget

The KB News widget displays information from the Knowledge Base.

You can configure the KB News widget to display specific information by selecting a category from the KB category list.

Figure 8. KB News widget
KB News widget with announcements about service interruptions

Instance options

Table 5. Instance option fields
Field Description
Title Name of the widget that appears in the widget header
Bootstrap color Color scheme for the widget. The default colors are defined by the portal theme, but if you want the instance to have a specific color, select the option from the list.
Max number The maximum number of news articles appearing in the widget. The default number is 5.
KB category The knowledge base category determined by the kb_category table. Only published articles display. For a news widget, select something like Announcements to show upcoming events.

KB Search widget

The KB Search widget is a search widget that is specifically confined to the knowledge base as a search source.

The typeahead search widget is embedded in the KB search widget.

Figure 9. KB Search widget
KB Search widget with categories displayed

Instance options

Table 6. Instance option fields
Field Description
Title Name of the widget. This field is non-public facing.

KB Top Rated widget

Lists Knowledge Base articles with the highest rating. Ratings are determined by user feedback.

Figure 10. KB Top Rated widget
Knowledge Base Top Rated articles widget

KB View widget

The KB View widget is an example of how to structure a knowledge base page.

Use the search filter to find a specific topic or article.

Figure 11. KB View widget
KB View widget which displays KB articles in a list with a search filter

Instance options

The KB view widget does not have any included instance options.

KB View 2 widget

The KB View 2 provides an alternative structure to the KB View widget to show a different example of how to display knowledge articles.

Figure 12. KB View 2
KB View 2 widget with KB articles displayed in tiles rather than a list

Instance options

The KB View 2 widget does not have any included instance options.

My Favorite Tags widget

The My Favorite Tags widget allows you to filter questions based on tags. By saving favorite tags, you only see questions that conform to that filter.

Figure 13. My Favorite Tags widget
My Favorite Tags widget

Instance options

The My Favorite Tags widget does not have any included instance options.

SQANDA Create Question widget

Type your own question. Add a tag for better searchability.

Figure 15. SQANDA Create Question widget
SQANDA Create Question widget

Instance options

The SQANDA Create Question widget does not have any included instance options.

SQANDA Question widget

Use the Social Q&A question widget to view and respond to questions.

Figure 16. SQANDA Question widget
Social Q&A Question widget

Instance options

The SQANDA Question widget does not have any included instance options.

Subscribed Questions widget

The Subscribed Questions widget allows you to see questions you have subscribed to.

You can subscribed to questions other people have asked by selecting the star icon underneath the question.

Figure 18. Subscribed Questions widget
Subscribed Questions widget with a subscribed question that says "How do I submit a facilities request?"

Instance options

Table 7. Instance options fields
Field Description
Bootstrap color Color scheme for the widget. The default colors are defined by the portal theme, but if you want the instance to have a specific color, select the option from the list.

Tagged Question List widget

List of questions sortable by tag, time it was asked, top rated, and unanswered.

The Tagged Questions List widget generates the list based on tags that users have applied to questions.

Figure 19. Tagged Question List widget
Tagged Question List widget

Instance options

The SQANDA Tagged Question List widget does not have any included instance options.