Over the course of the past couple of months, I've been trying to create a default template for what we're calling "Support and Monitoring" articles for our internal applications and services. The point of this is twofold: Provide our support department with an easy, common form of reference when troubleshooting issues, and to provide our subject matter experts with an easy way to enter this support knowledge.
At first, the template system was pretty impressive as far as the custom fields, and adding them to the article form in any order wanted, setting validation, etc. But I've noticed a pretty huge problem, and maybe I'm doing something wrong but in a previous support ticket I was told this limitation I'm about to discuss was by design, which may be something to consider changing in future versions:
What use are rich text fields (where we could really add detailed guide instructions) if you can't actually see them when you open an article to view it? The only possible way to see this information is to actually edit the article itself. Frankly, we don't want to give our entire user base edit permissions on the entire knowledgebase (nor should we have to) in order for them to view the entirety of the contents we have for an article.
I've tried, on the default template, to pre-populate the Text field (the only unlimited rich text option it seems) with a list of default questions to fill in. That's not an option as it's character limited in the initial form template.
I've tried using Text Area, and despite setting that to unlimited, that stops halfway through question 5/10. Even though I can enter the entirety of our questions in the Form Template setup and save it, it wipes out half of it anyway.
The only solution I have to this point, is to paste the template in the Notes section of the Staff CP in an attempt to give our SMEs an easy way to copy it and paste it into the Text field of their articles. It's far from an ideal solution. If anyone has another recommendation on how to set this up I'd love to hear it. Because as of now I'm going to have some seriously unhappy SMEs with having to take this extra step to create an article which should at least have a way to be filled out (somewhat) prior since I can't offer the custom fields we want to in the View screen.
Thanks for listening to my rant. Any help from the community would be greatly appreciated.
4 Years Ago by