You can show or hide links to Knowledge Base articles that appear on the home page of the User Console. In addition, you can use labels to show Knowledge Base articles to, or hide them from, different groups of users.
To manage links to Knowledge Base articles, you must create at least one Knowledge Base article. See Add, edit, or duplicate Knowledge Base articles.
To use labels to show or hide Knowledge Base article links, you must create at least one user label. See Add or edit manual labels.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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On the Configuration panel, in the User Console Home Page section, click Configure User Console Home Page. |
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To control access to Knowledge Base articles, go to the Article Detail page and apply user labels to articles: |
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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In the Assign to Labels section, select the label you want to associate with the article, then click Save. |
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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Drag the label associated with the Knowledge Base article into the Apply these labels box, then click Apply Labels. |
You can add announcements to be displayed on the User Console home page, and you can edit, hide, or delete existing announcements as needed.
To display announcements, you must configure Service Desk to show the Announcements widget. See Customizing the User Console home page.
Announcements are displayed the User Console for each Service Desk globally, regardless of a user's ticket queue permissions. However, if the Organization component is enabled on your system, you manage announcements for each organization's Service Desk separately.
NOTE: The first 140 characters of each announcement are displayed on the User Console home page. If announcements exceed 140 characters, a Show More link enables users to read the entire announcement. |
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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(Required) The title you want to use for the Announcement. | |||
When creating links for announcement messages, use any of these formats: | |||
(Optional) Whether to show or hide the announcement on the User Console home page. This action is useful when you have messages that you want to show or hide periodically, such as announcements about system status or planned maintenance. Select the check box to hide the announcement. Clear the check box to show the announcement. | |||
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To delete an announcement, click Delete under the announcement title, then click Yes in the confirmation window. |
You can set the order in which announcements appear on the User Console home page. In addition, you can display an urgent announcement in a highlighted banner to increase its visibility.
To prioritize announcements, you must configure Service Desk to show the Announcements widget and you need to add announcements. See:
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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To change an announcement's priority, drag it up or down in the list. Announcements are displayed on the User Console home page in the order shown on the User Console Announcements page. |
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To set an announcement as urgent, drag it into the Urgent Announcement box. The urgent announcement appears in a banner at the top of the User Console home page. |
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To change the urgent announcement, drag a different announcement into the Urgent Announcement box. |
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To change an urgent announcement to a regular announcement, drag it out of the Urgent Announcement box. |
You can add custom links to be displayed on the User Console home page, and you can edit or delete existing custom links as needed.
To display custom links, you must configure Service Desk to show the Helpful Links widget. See Customizing the User Console home page.
Custom links are displayed the User Console for each Service Desk globally, regardless of a user's ticket queue permissions. However, if the Organization component is enabled on your system, you manage custom links for each organization's Service Desk separately.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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The text to display as the link text. You can use the URL itself, or any text string. | |||
The URL of the link. Acceptable link formats include: |
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