Adding Knowledge Base Folders

Knowledge Base folders contain items that users can view, add, and remove if the correct privileges are assigned. A Knowledge Base folder is available at the root level of the hierarchy. This folder can be edited; however, it cannot be deleted. If you want to delete a parent folder any sub-folders must be deleted first.

To add Knowledge Base folders:

  1. Select the Knowledge Base folder in the folder hierarchy that you want to contain the folder you are adding.
  2. Click Add on the Folders tab. The Add Folder dialog box opens.
  3. Type a name for the Knowledge Base folder you are adding. Knowledge Base folders can be accessed in the SBM User Workspace through the navigation pane when users manage problems and resolutions and through the Knowledge Base anonymous user URL.
  4. The Allow New Items to be Added to this Folder check box enables items to be added to the folder. Links to items, such as problems and resolutions, can be added to the folders. If this box is not selected, the folder can only contain a sub-folder.
    Note: The Allow New Items to Be Added to This Folder check box must also be selected if the folder is used as a selection for a Folder field in primary or auxiliary tables.
  5. Select the Allow Anonymous Access to Folder Items box to grant anonymous users access to the public items contained in the folder. Anonymous users do not have a user account. They can only view the public Knowledge Base through a designated URL. The URL will be the same URL that is designated for accessing SBM, only it will include a specific path name for accessing the public Knowledge Base, as shown in the following example: http://serverName/tmtrack/tmtrack.dll?AnonymousUse.
    Note: If the Allow Anonymous Access check box is selected on the External Users tab of the Settings dialog box and the Allow Anonymous Access to Folder Items check box is selected for the folder, every user in the system can view items in the folder, regardless of privileges. For details on allowing anonymous access to your system, refer to Setting Up Public Knowledge Base and External User Access.
  6. Click OK to save your settings and exit the dialog box.