Knowledge Management

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  • Anthony Smith

    You may have already considered this, but incase you haven't - by restricting access to content based on interface you may be removing opportunities to single-source content, whether it's the same piece of content that applies to 2 or more interfaces, or the interfaces share part of the content and the rest of the content is conditional.

    From experience, even if the interfaces relate to separate branches of the organisation - by managing content in silos you usually end up with a decent amount of duplication and the standard of content/writing will vary greatly. We normally approach this by looking at the content processes, even such basics as "search for content before creating new" make a big difference, if you combine that with continuous improvement you might find that by having your writers across all content will help with the content accuracy, consistency and low amount of duplication.

  • James Carstairs

    Sorry, I should have included this in the above.  I will amend this and make this clearer.

    This view access you highlight is for authoring purposes only.  It has nothing to do with the viewing of articles in the Customer Portal or Agent Desktop Search.  You will still need to secure your content by user group.

    (sorry for some reason the comment was duplicated so I deleted it and it deleted both!!! :-)  added back in )

  • James Carstairs

    You can achieve what you want with the correct setup/configuration and an understanding of how interfaces work.

    REST API works off 2 authentications

    1 - the REST API user (controls access to the apis - not content)

    2 - the ACTUAL user performing the action (controls access to the content)

    Each of these are setup differently, but neither is given explicit access to an interface as this is inherited based on the ACTUAL users access and the content itself.

    If you are restricting authoring you do this by controlling access to the content_types and the views.

    If you are restricting search/browse you do this by controlling access with user groups (web roles for customers) and these are associated to users and to content.

    Anything not secured by a user group will be visible across all interfaces (eg. it's public) depending on how the query is issued.  Keep in mind an interface also has a locale associated to it so don't forget to take that into consideration in your actions.

    Completely separately, and nothing to do with knowledge advanced, you can control access to an interface with id address range access/blocking (and a few other methods).  From what you are asking I don't think this is what you will need to do, but it's an option if tighter security is required.

  • Cosimo Galasso

    Thanks for your support

    I would like to restrict both the authoring and the search, and possibly I would like to share the same Content Type and don't duplicate it for each group of users.

    I have found out that the Console User can be given explicit access to a view (see the attached image).

    So I was expecting that this will control the access to the articles based the association between the Console User and the View, both for the authoring and searching. If not what this association is used for?

    So as you mentioned it does not work as I was thinking, and the only way is to play with content type for the authoring and the user group for the searching?



  • Colby Ross

    I know this is a late response, but I wanted to let future user's who ask this question to know that this can be done by creating and modifying the CP widgets. In our case, we had a repeating node for file attachments and as mentioned, the Attachments and File attributes were repeating on the CP page. By working with the widgets, we were able to get them to show in just a single list (refer to attached image). 


  • Sombit Chakraborty


    The below steps works. Sure I will tag to the relavent one.

    Setup and maintenance--> Service

    Functional areas --> Knowledge Management

    select all task --> Knowledge content Type -->Manage Knowledge Content Types- > FAQ -->Click Next --> Scroll Down --> Enable the checkbox for file attachment --> Click Done



  • Anthony Smith

    Oh right, you may not want to tag your posts as "knowledge foundation" then

  • Aditya varma


    We are actually looking the knowledge articles in the Oracle Engagment Cloud.




  • Aditya varma


    We are actually looking the knowledge article in Oracle Engagment Cloud.



  • Rasheed Ahamed

    You can convert the data into base64 and send in the request like this.

    "answerType": {
        "id": 1
    "language": {
        "id": 1
    "solution": "The FishPhone is water resistant to 10 meters, or 33 feet.",
    "fileAttachments": [
          "fileName": " SampleFileAttachment.txt ",
          "data": " c2FtcGxlIGNvbnRlbnQgZm9yIGZpbGUgYXR0YWNobWVudA=="
    "summary": "How deep can I get my FishPhone?"



  • Anthony Smith

    When editing an answer you should see this tab - use it to add attachments to your aswer:

    Using the console:

    Or using BUI:

    If you don't have that tab, you can add it in by going to your config and selecting workspaces:

    Then find your "Answer workspace", add a new tab, go to "Insert control" and add "File attachments"


    Lastly - if you can add attachments but cannot see them in CP, you'll need to update your answer template:

    1. Edit detail.php
    2. Add this code where you want the attachments to show up i.e. below the answer, etc:
      <div id="rn_FileAttach">
              <rn:widget path="output/DataDisplay" name="Answer.FileAttachments" label="#rn:msg:ATTACHMENTS_LBL#"/>
  • James Carstairs

    hi Travis,

    This shows that the term ID is appearing in 2 concepts (Idaho USA and identification).

    A search term (synonym, acronym, any word(s)) can be part of multiple concepts and there is no link between the concepts.

    If you select one of the concepts and then edit you will see the contents of the concept.

    In this case, ID in its uppercase form will match both Idaho USA and identification, however id in its lowercase form will only match identification.

    Concepts can be setup this way to be case sensitive.


    Naturally when the search runs, it will try to match on both.

    If you don't want either of these or do not agree with the contents, you can disable the concept.


    Note: the concept name is nothing more than a name and could be anything - it's only the contents of the concept which matter for search matching.


  • Anthony Smith

    Thanks very much Gursimran

    Will test this out in our test env. today!

  • Tessa Mostrom

    Yes they do, you will see them in MSQ


    and no as of now they cannot be modified. 

  • Gursimran Singh Saini

    Doable. You will have to extend the Widget: standard / knowledgebase / GuidedAssistant

    There is a function in the logic.js file of this Widget that you will have to override.

    Function name is: _appendElement

    Inside this function:
    Modify this: guide.appendChild(element).scrollIntoView();
    to this: guide.appendChild(element);

    And comment out this line: window.scrollTo(this.Y.DOM.docScrollX() - 20, this.Y.DOM.docScrollY());