Global Knowledge base

hugo

It would be nice to have internal Knowledge base, outside of clients.

Basicly it is the "Documents/Files" that we already have into clients. It also could be linked when editing clients documents/files

today I use one empty client, named Knowledge base and use the documents in there

Bigbug

hugo Jinx! thought of the same feature

johnny

@hugo I know what you mean, for our company we just created a client with our company name and use that for all internal documentation including documents, files, assets, domains, certs, generic logins, locations etc

This will probably be the best approach.

psiiota

@johnny we have the same approach

aftechro

yep, most of us doing the same

johnny

@hugo is this a feasible solution?

hugo

For now yes, I also use like this.

litechforce

Hello,

I have a question about the Documents feature for companies. It is my understanding that this is used as a knowledge base of sorts. I am wondering if it might be better to have a central knowledge base built in. I say this because if a tech references a kb article/document that is not listed in the client's documents, it has to be copied/duplicated there so the client can see it. This creates duplicate articles, and then can become a maintenance nightmare (both system and knowledge).

Is this something on the road map? I apologize if this has already been answered.

wrongecho

litechforce

Merged into existing thread. It would definitely be a nice feature. The best closest thing we have now is document templates.

Alan

@litechforce we have two clients as such. One for ourselves (as if we were our own client, has our own assets) and a "! Knowledge Base" client (! makes it easier to search if needed). We then have a shortcut top right next to notifications that links directly to it's documents.

Documents that are specific to the client go into the client documents, everything else goes in KB. KB also holds temporary assets, eg, we have more firewalls than clients need, and they're kept there for issuing when needed. Keeps them away from our own client instance and assets related directly to us.

Absolutely agree re a global one (vendors is another where the same ones are duplicated through every client), but that's the workaround we've used.

litechforce

Alan

I can understand that. But what if multiple clients need access to the same documentation? You'd have to duplicate the articles/documents. That creates more problems because if you update one, you'll need to update all the copies as well. It would just be a nightmare. It would be better to have a central kb system with the option to mark the article as public or internal.

Also, having a way to allow a tech write an article, but have someone else proof read it and approve it for use would be nice.

Alan

Yep, agreed re multiple clients needing it. Having a centralised KB with documents that clients can access would probably be an interesting one to try and permission…

hugo

What I do today is a fake client named Knowledge Base, with documents in there.
Also I use the custom link to show it on main side nav.

so it opens directly on Documents section of that fake client.

Bigbug

hugo I also do this but i put it on top for easier accessibility

it serves its purpose but is not the best

focusflarenetwork

Bigbug damn that is cool I didnt know you can make folders in the uploads folder? I think that is what that is. My approach was going to host an internal wiki for myself and then just link it in the links section like someone else mentioned but I do like what you have too

uhdamm

Bigbug excellent idea - which I went on to test of course - but what do I put in "Icon" to make it visible?

For now it's blue on blue but it's there as the "hand" tells me there's something clickable, and the page loads okay.

wrongecho

uhdamm https://fontawesome.com/v5/search?o=r&m=free

uhdamm

wrongecho thanks, I'll give that a go.

Perhaps a subject for another thread or even outside the ITFlow scope but:

Where exactly do you put the fontawesome embedded header code (hosted), and will it be overwritten in future updates?

Thx 😊

JosephWithCOR

While it goes along with a central knowledge base, this suggestion might belong in it's own thread.

I would like the ability to share documents from my "company / document" or a central knowledge base repository with a client through their portal, not just as an emailed link. This way, I update my "master document" and it is reflected across all companies it is shared with.

Bonus points to include on the fly variables like company name. Example:

Document prepared for %CompanyName%

Would expands to when viewed:

Document prepared for @johnny

wrongecho

JosephWithCOR Yeah this is the debate between allowing something like sharing a document to all clients or just adding an actual KB module. The issue is that a KB module would essentially be a duplication of the documents module, except maybe with some more fields/visible to all client contacts by default.