Details
New Feature
Major
Description
Add a knowledge base, as part of the Support Manager plugin.
Staff Area
Under Support, add a link called "Knowledge Base" which will display categories and articles and allow the creation of each.
Categories
- Parent Category ("Top Level" by default, dropdown show "Top Level" and all other categories)
- Name (Enter a name for the category, text input field, allow to be specified in each language)
- Description (Optionally enter a description for the category, text area, markdown or HTML radio option, then display text area or WYSYWYG editor)
- Permissions (Public access, default, or clients only. Radio option may be best)
Article
Articles can be created by navigating into a category as displayed under Support > Knowledge Base, or by clicking a "Create Article" button on the upper-right of this page.
- Name (Enter a name for the article, text input field)
- Category (Drop-down, nested categories are tabbed in with hyphens --. Add a link next to the drop down called "Add Category" that will add an additional drop down to select another category. If entering from a category, pre-select the category)
- Markdown or HTML? Radio option, default to Markdown but allow HTML to be selected. If Markdown is selected, display a text-area for the article. If HTML is selected, display the WYSIWYG editor. Tab this section out exactly like Package Welcome Email by language so that the article can be created in all installed languages.
- Permissions (Public access, default, or clients only. Radio option may be best This would only override the category permission if the category is public. Unauthenticated users cannot see public articles inside client only categories)
Tracking: Track article views and allow them to be rated (Up vote or down vote, 1 vote per session)
Client / Portal Area
Create a new front facing portal page and portal box that goes to the Knowledge Base. The Knowledge Base will be structured as follows:
- Search box at the top to search for articles
- Browse Articles by Category
- Most Popular Articles
- The title of an article should be accessible in the URL for SEO purposes, limited to X characters, spaces replaced with hyphens. Open to further debate.
Users will be able to view and rate articles on a 5-star rating system.
Issue Links
- blocks
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CORE-1492
Portal: Update main portal page to include Support Knowledge Base
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- Closed
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Activity
Knowledgebase Schema overview
support_kb_categories
id, parent_category_id, company_id, name, description, access [public, private, hidden], date_created, date_updated
support_kb_articles
id, company_id, access [public, private, hidden], up_votes, down_votes, date_created, date_updated
support_kb_article_content
article_id, lang, title, body
support_kb_article_categories
category_id, article_id
Cody Phillips (Inactive)
added a comment - - edited Knowledgebase Schema overview
support_kb_categories
id, parent_category_id, company_id, name, description, access [public, private, hidden], date_created, date_updated
support_kb_articles
id, company_id, access [public, private, hidden], up_votes, down_votes, date_created, date_updated
support_kb_article_content
article_id, lang, title, body
support_kb_article_categories
category_id, article_id Would it be useful to know who created an article, and who updated it last? How about what has changed before/after (for possible future feature to revert changes)?
Tyson Phillips (Inactive)
added a comment - Would it be useful to know who created an article, and who updated it last? How about what has changed before/after (for possible future feature to revert changes)? I don't know if creator is really important. For example, user A may create the article and define the content for en_us, then user B comes in and defines the content for de_de. So we don't really get any useful information from that.
Also, I think adding state logging is probably overkill – at least in this revision. Having some basic logging might be good for a future rev (user A edited article, user B created article, user B added article to category, etc., etc.) but that's not necessary for this revision.
Cody Phillips (Inactive)
added a comment - I don't know if creator is really important. For example, user A may create the article and define the content for en_us, then user B comes in and defines the content for de_de. So we don't really get any useful information from that.
Also, I think adding state logging is probably overkill – at least in this revision. Having some basic logging might be good for a future rev (user A edited article, user B created article, user B added article to category, etc., etc.) but that's not necessary for this revision. Finalized schema:
CREATE TABLE IF NOT EXISTS `support_kb_articles` (
`id` int(10) unsigned NOT NULL AUTO_INCREMENT,
`company_id` int(10) unsigned NOT NULL,
`access` enum('public','private','hidden') COLLATE utf8_unicode_ci NOT NULL,
`up_votes` int(10) unsigned NOT NULL DEFAULT '0',
`down_votes` int(10) unsigned NOT NULL DEFAULT '0',
`date_created` datetime NOT NULL,
`date_updated` datetime NOT NULL,
PRIMARY KEY (`id`),
KEY `company_id` (`company_id`,`access`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
CREATE TABLE IF NOT EXISTS `support_kb_article_categories` (
`category_id` int(10) unsigned NOT NULL,
`article_id` int(10) unsigned NOT NULL,
PRIMARY KEY (`category_id`,`article_id`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci;
CREATE TABLE IF NOT EXISTS `support_kb_article_content` (
`article_id` int(10) unsigned NOT NULL,
`lang` char(5) COLLATE utf8_unicode_ci NOT NULL,
`title` varchar(255) COLLATE utf8_unicode_ci NOT NULL,
`body` mediumtext COLLATE utf8_unicode_ci NOT NULL,
PRIMARY KEY (`article_id`,`lang`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci;
CREATE TABLE IF NOT EXISTS `support_kb_cateogries` (
`id` int(10) unsigned NOT NULL AUTO_INCREMENT,
`parent_id` int(10) unsigned DEFAULT NULL,
`company_id` int(10) unsigned NOT NULL,
`name` varchar(255) COLLATE utf8_unicode_ci NOT NULL,
`description` text COLLATE utf8_unicode_ci NOT NULL,
`access` enum('public','private','hidden') COLLATE utf8_unicode_ci NOT NULL DEFAULT 'public',
`date_created` datetime NOT NULL,
`date_updated` datetime NOT NULL,
PRIMARY KEY (`id`),
KEY `company_id` (`company_id`,`parent_id`,`access`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
Cody Phillips (Inactive)
added a comment - Finalized schema:
CREATE TABLE IF NOT EXISTS `support_kb_articles` (
`id` int(10) unsigned NOT NULL AUTO_INCREMENT,
`company_id` int(10) unsigned NOT NULL,
`access` enum('public','private','hidden') COLLATE utf8_unicode_ci NOT NULL,
`up_votes` int(10) unsigned NOT NULL DEFAULT '0',
`down_votes` int(10) unsigned NOT NULL DEFAULT '0',
`date_created` datetime NOT NULL,
`date_updated` datetime NOT NULL,
PRIMARY KEY (`id`),
KEY `company_id` (`company_id`,`access`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
CREATE TABLE IF NOT EXISTS `support_kb_article_categories` (
`category_id` int(10) unsigned NOT NULL,
`article_id` int(10) unsigned NOT NULL,
PRIMARY KEY (`category_id`,`article_id`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci;
CREATE TABLE IF NOT EXISTS `support_kb_article_content` (
`article_id` int(10) unsigned NOT NULL,
`lang` char(5) COLLATE utf8_unicode_ci NOT NULL,
`title` varchar(255) COLLATE utf8_unicode_ci NOT NULL,
`body` mediumtext COLLATE utf8_unicode_ci NOT NULL,
PRIMARY KEY (`article_id`,`lang`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci;
CREATE TABLE IF NOT EXISTS `support_kb_cateogries` (
`id` int(10) unsigned NOT NULL AUTO_INCREMENT,
`parent_id` int(10) unsigned DEFAULT NULL,
`company_id` int(10) unsigned NOT NULL,
`name` varchar(255) COLLATE utf8_unicode_ci NOT NULL,
`description` text COLLATE utf8_unicode_ci NOT NULL,
`access` enum('public','private','hidden') COLLATE utf8_unicode_ci NOT NULL DEFAULT 'public',
`date_created` datetime NOT NULL,
`date_updated` datetime NOT NULL,
PRIMARY KEY (`id`),
KEY `company_id` (`company_id`,`parent_id`,`access`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
FYI, I updated this to change:
1. Misspelling of the "support_kb_categories" table
2. Made support_kb_cateogries.description optional (default null)
3. Made support_kb_articles.access default to 'public'
4. Added field: support_kb_article_content.content_type (enum, 'text' or 'html', default 'text')
Tyson Phillips (Inactive)
added a comment - - edited FYI, I updated this to change:
1. Misspelling of the "support_kb_categories" table
2. Made support_kb_cateogries.description optional (default null)
3. Made support_kb_articles.access default to 'public'
4. Added field: support_kb_article_content.content_type (enum, 'text' or 'html', default 'text') 
For portal/client side markup, please see..
/repo/blesta-xtras/bootstrap-dev/knowledgebase-overview.html
/repo/blesta-xtras/bootstrap-dev/knowledgebase-listing.html
/repo/blesta-xtras/bootstrap-dev/knowledgebase-article.html
Also note that instead of a 5-star rating, we will have a thumbs up / thumbs down rating instead.