Internal note

Sometimes, you need a place to leave notes for other editors (or yourself) that isn't the Version Notes field. This might include notes on who the subject matter expert is, or that if you update this article, you should also update another article, or some type of quality control note (such as Article Confidence levels if you use KCS).

This type of note is exactly what we designed the Internal Note field for.

Internal notes:

  • Are notes you want front-and-center when you or other content creators are editing a given article or category
  • Are displayed only in app.knowledgeowl.com, not to your readers
  • Accept very simple HTML markup, so you can include hyperlinks and lists
  • Will be displayed at the top of ALL versions of the article

Our default Editor and Writer roles can add, edit, and remove internal notes. If you're using custom user roles, you can add each of these permissions independently using the Internal Note Permissions options. Users who do not have no permissions to create, edit, or delete internal notes will still be able to see internal notes created by other users. Users with only some permissions will only see the options they have permissions to.

Add an internal note

To add an internal note:

  1. Click the Add Internal Note link to the right of the title:
    Click Add Internal Note
  2. Add the HTML you'd like to use for your note. If you're just putting in regular sentences, you don't need to add HTML, but you can use it for formatting lists, hyperlinks, etc.
  3. Select the style you'd like to use for your note from the dropdown; we default to Alert Info. Here, we've just added a one-line note and selected the Alert Warning style.
    Sample Create Internal Note pop-up. Click Create Note to add it.
  4. Click the Create Note button.
  5. This will create the note and display it using the style you selected between the title and the editor. You do not need to resave the article itself for the note to be saved!
    Sample Internal Note from the configuration used above

Edit an internal note

Once an internal note exists, you can edit it to make updates. To do so:

  1. Click the Edit Note link that appears just above the note:
    Click the Edit Note link
  2. Edit the HTML or change the style as you'd like. Once you're done making changes, click the Edit Note button to save your changes. Here, we've added a more complex note with a list:
    Sample edited internal note HTML. Click Edit Note to save the edit.
  3. The note will be updated immediately based on the changes you made. You do not need to resave the article or category itself for the note to be saved!
    Sample Internal Note displayed based on the HTML in the previous step

Delete an internal note

To delete an internal note completely:

  1. Click the Remove Note link that appears just above the note:
    Click the Remove Note link
  2. A confirmation window will pop-up to be sure you want to delete the note. Click OK to delete the note.
    Click OK to delete the note
  3. The note will be deleted immediately; you do not need to resave the article or category for the deletion to complete.

What HTML is supported in internal notes?

We've kept these notes pretty lean. They will support HTML:

  • Paragraph <p>
  • Numbered list <ol>
  • Bulleted list <ul>
  • List items <li>
  • Hyperlinks <a href="www.mylink.com">Link text</a>
  • Bold text <b> or <strong>
  • Italics <i>
  • Paragraph breaks <br>
  • Headers, e.g. <h1>