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dgschaefer21-Topaz II
21-Topaz II
July 15, 2016
Question

KB Notifications

  • July 15, 2016
  • 4 replies
  • 8263 views

This may be in the wrong place, but I couldn't find a community for topics related to the tech support site.  If it is, Toby Metcalf‌, please move it.

I get email notifications about new or updated KB articles relevent to topics I've chosen.  It seems that frequently these notifications link to articles that were published prematurely.  There is a title, and nothing more.  The title and description match completely but don't adequately describe what the article is about.  Sometimes it even refers to an SPR, but there is no link to the SPR.  It's as if the article was created as a place holder, but there wasn't enough information to complete it yet.

Is it possible that these kind of preliminary articles can be made hidden until there's some real information to share?  It's frustrating to click a link to learn more and find that there is no more to learn.

    4 replies

    T
    23-Emerald IV
    TomU23-Emerald IV
    23-Emerald IV
    July 15, 2016

    The support group is here: PTC eSupport Help

    By the way, I totally agree.  I hate clicking on some of these support links in the email and getting the message, "not allowed to view this content" (or something like that).

    T
    Tmetcalf5-Regular Member
    5-Regular Member
    July 15, 2016

    Hi Doug,

    Tom Uminn‌ is correct and I will move this discussion over.

    Best,

    Toby

    P
    PeterCaseCommunity Manager
    Community Manager
    July 19, 2016

    Your post is in the right place now. Thank you @Toby Metcalf and @Tom Uminn.

    Doug, thank you for sharing this concern.

    We had a look through the articles you viewed this month and did not find any with missing data in their Resolution fields.

    We also send weekly Article Health Check reports to engineers to catch any articles which have been shared prematurely. The report highlights any non-work-in-progress articles with an empty Description or Resolution.

    With this said, we had another report recently about incorrect visibility of what we call "data-specific" SPR articles, and I'm wondering if this is another occurence.

    Although the data itself would never be visible / accessible, these are articles about the way a particular customer's dataset works with our software, and not of general interest to the wider customer base. To avoid creating unnecessary "noise" in the Knowledge Base, we only make these visible to the customer who reported the issue.

    I'll make contact offline if you have a few minutes today to check one or two links, which will help us address this, and will update this thread again once we get to the bottom of the issue.

    T
    23-Emerald IV
    TomU23-Emerald IV
    23-Emerald IV
    July 19, 2016

    The problem I mentioned only occurs occasionally.  It's like creation of the document triggered adding it to the notification emails, but the permissions weren't yet set to "public".  The behavior is exactly the same as when an SPR is filed but the tech hasn't specifically allowed you access to that SPR yet.  Make sense?

    D
    dgschaefer21-Topaz IIAuthor
    21-Topaz II
    July 22, 2016

    I marked this as "Assumed Answered" since I got the info that I needed, I believe, but no one post is really "the answer".  I probably shouldn't have marked it as a question in the first place.

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