I would like to know why in the preferences, help desk, categories you have the option to not make it visable to the end user YET while when creating a KB item you can use a category and then select that KB item to be visable to the end user. It almost negates the whole purpose of having the option in the preferences section. Let me give an example and see if anyone can help me with my issue.
1. I created a category called Administrative processes which contains any item that should not be visable to an end user. And I made sure that the "visable to end user portal" was unchecked.
2. If one of my admins goes to create a kb item and they forget to only mark it "Add to Administrators' Knowledge Base". It will show to the end user because that is the default setting.
Does anyone have any suggestions or is there something different that I should be doing when creating the categories in the first place to not allow this. and in the meantime I am going to recommend a feature request/enhancement so that if a Main category is marked as non visable to the end user than a kb item should not be allow even the option at the time of creation.
I was hoping the application would be smart enough to know that if the main category is not available for an end user it wouldn't allow that option in the "creating a knowledge base item" screen. I still want the Admins to be able to add end user KB items.