internal people can't see KB articles
ART-1985_KNOWLEDGE_NODE-38
and **Public Portal**.\n\n### Share an article\n\nOnce you've created an article, you have two options to share it:\n\n* Use **Copy external link** to share with your customers, allowing them to access the article directly.\n* Use **Copy internal link** to share with your internal organizational team members.\n\nThe ability to view the article depends on the settings for **Visible to** and **Status** that have been configured.\n\n* If you are sharing an external link with non-signed-in
Articles | Knowledge Base | Computer for Support Teams | DevRev
ART-1985_KNOWLEDGE_NODE-36
verified (signed-in) customers can view the article.\n* **Verified Customers**: Limits visibility to customers signed in to the customer portal.\n* **Customer Admins**: Restricts access to a subset of verified customers in the **Customer Admin** group. Membership in this group is managed through [**Settings** > **Customer Management** > **Segments**](https://app.devrev.ai/?setting=segments)\\*.\n\n  ![]()\n\n  If an article is for internal use only, leave the **Visible to** field blank.\n\n###
Articles | Knowledge Base | Computer for Support Teams | DevRev
ART-1985_KNOWLEDGE_NODE-31
verified customers.\n4. Click **Create** and select whether you want to **Create** an article in draft mode, **Submit for review**, or **Publish**.\n\nTo ensure that the article is visible to your users, the **Status** of the article must be *Published* and the user group must be indicated in the **Visible to** field.\n\n### Edit article content and settings\n\nTo update the content or settings of an existing article, do the following:\n\n1. Go to [**Settings** > **Support** > **Knowledge
Articles | Knowledge Base | Computer for Support Teams | DevRev
ART-16192_KNOWLEDGE_NODE-29
permissions in DevRev's articles. Only can read and can contribute permissions are imported from the knowledge base and articles.\n* **Content & Metadata**: Imports published articles, including content, titles, dates, authors, and source URLs.\n* **Version History**: Keeps track of published article versions.\n* **Attachments**: Transfers files attached to articles and links them correctly.\n* **User Criteria**: Imports users and group rules from ServiceNow.\n\n### Limitations\n\n* **Access
ServiceNow KB AirSync | AirSync | Snap-ins | DevRev
ART-1980_KNOWLEDGE_NODE-29
by customers through the Plug widget and customer portal.\n\nIn the Plug widget, articles are available in two places: the search bar and the Help section.\n\n**Search bar**\n\n![]()\n\n**Help section**\n\n![]()\n\nUsers can also view articles grouped into collections by visiting your help center hosted on your website. The visibility of collections and articles depends on the **Visible to** settings configured.\n\n[### Articles](/docs/product/articles)[###
Knowledge Base | Computer for Support Teams | DevRev
ART-1985_KNOWLEDGE_NODE-30
additional settings for the article:\n\n   * **Part** (required): Define the feature or capability the article addresses.\n   * **Owned by** (required): Assign a singular point of contact responsible for the article, aiding in management and ownership.\n   * **Status**: Indicate the current stage of the article.\n   * **Collection**: Categorize the article under a topic/theme in your customer portal.\n   * **Visible To**: Decide whether the article should be visible to all customers or only
Articles | Knowledge Base | Computer for Support Teams | DevRev
ART-17231_KNOWLEDGE_NODE-40
article is shared and the corresponding roles. |\n| `status` | enum |  | Status of the article. |\n| `tags` | reference (collection)\xe2\x86\x92[#record:tag] |  | Tags associated with the article. |\n| `title` | text | \xe2\x9c\x94\xef\xb8\x8e | Title of the article. |\n| `type` | enum |  | Type of the article. |\n| `visible_to` | enum |  |  |\n\n#### Enum values\n\n**access\\_level**\n\n| Value | Name | Description |\n| --- | --- | --- |\n| `EXTERNAL` | - | - |\n| `INTERNAL` | - | - |\n|
Supported DevRev object types | DevRev | Docs
ART-17233_KNOWLEDGE_NODE-11
specifies the permission level for each user or group using the `permission` type.\nThis type is a structure that connects a reference to a user-like record type (the `member_id` field)\nwith an `enum` value that defines the user\xe2\x80\x99s role or permission level.\n\n### Scope interaction\n\n###### Internal scope\n\n###### External scope\n\nFor `scope=internal` articles:\n\n* By default, only the owner has access.\n* Additional access is granted exclusively through the `shared_with`
Permissions | DevRev | Docs
ART-17233_KNOWLEDGE_NODE-10
"Viewer" |\n| 19 | } |\n| 20 | ] |\n| 21 | }, |\n| 22 | "member_id": { |\n| 23 | "refers_to": { |\n| 24 | "#record:users": {}, |\n| 25 | "#record:groups": {}, |\n| 26 | "#record:platform_groups": {} |\n| 27 | } |\n| 28 | } |\n| 29 | } |\n| 30 | } |\n| 31 | } |\n```\n\nArticle permissions\n-------------------\n\nArticles in DevRev can be shared with individual users or groups, allowing for granular control over who can access what content.\n\n### Sharing mechanism\n\nThe `shared_with` field
Permissions | DevRev | Docs
ART-17230_KNOWLEDGE_NODE-5
about products, services, and processes.\nThey support both Markdown and HTML formats.\n\nArticles can include mentions to artifacts and other articles. Inline attachments must map to artifacts,\nand article links must map to articles.\n\n### Managing permissions\n\nArticle permissions are managed through the `shared_with` field, which can reference users, groups, and platform groups.\nRefer to the [permissions](/public/airsync/data-model/permissions) for more details.\n\n### Inline
Rich text fields | DevRev | Docs
ART-1545_KNOWLEDGE_NODE-23
Optional\n\nFilters for articles modified by any of the provided users.\n\nowned_by string Optional\n\nFilters for articles owned by any of the provided users.\n\nscope long Optional\n\nFilter for the scope of the articles. If this is not provided, then only external articles are returned.\n\nshared_with.member string Optional\n\nID of the group/member with whom the item is shared.\n\nshared_with.role string Optional\n\nRole ID of the group/member with whom the item is
Create (Beta) — DevRev | Docs
ART-1780_KNOWLEDGE_NODE-38
Optional\nFilters for articles owned by any of the provided users.\nscope list of longs Optional\nFilter for the scope of the articles. If this is not provided, then only external articles are returned.\nshared_with list of objects Optional\nFilter for articles based on intended audience.\nShow 2 properties\nResponse.\n\nThis endpoint returns an object.\narticles list of objects\nThe article entries matching the request.\nShow 19 properties\ntotal integer\nTotal number of article items for the
Get Post — DevRev | Docs
ART-17233_KNOWLEDGE_NODE-7
object to the *platform groups* object in DevRev.\n3. Reference your object in other fields, such as in the `shared_with` field of articles.\n\nShared with field\n-----------------\n\nThe `shared_with` field enables you to define permissions for articles (and other objects in the future).\nIt specifies both who can access the content and what permission level they have.\nThis field utilizes the `permission` type to associate users or groups with their designated roles.\n\n### Structure\n\nEach
Permissions | DevRev | Docs
ART-1609_KNOWLEDGE_NODE-38
Optional\nFilters for articles owned by any of the provided users.\nscope list of longs Optional\nFilter for the scope of the articles. If this is not provided, then only external articles are returned.\nshared_with list of objects Optional\nFilter for articles based on intended audience.\nShow 2 properties\nResponse.\n\nThis endpoint returns an object.\narticles list of objects\nThe article entries matching the request.\nShow 19 properties\ntotal integer\nTotal number of article items for the
List Post — DevRev | Docs
ART-1823_KNOWLEDGE_NODE-38
Optional\nFilters for articles owned by any of the provided users.\nscope list of longs Optional\nFilter for the scope of the articles. If this is not provided, then only external articles are returned.\nshared_with list of objects Optional\nFilter for articles based on intended audience.\nShow 2 properties\nResponse.\n\nThis endpoint returns an object.\narticles list of objects\nThe article entries matching the request.\nShow 19 properties\ntotal integer\nTotal number of article items for the
Get — DevRev | Docs
ART-1597_KNOWLEDGE_NODE-38
Optional\nFilters for articles owned by any of the provided users.\nscope list of longs Optional\nFilter for the scope of the articles. If this is not provided, then only external articles are returned.\nshared_with list of objects Optional\nFilter for articles based on intended audience.\nShow 2 properties\nResponse.\n\nThis endpoint returns an object.\narticles list of objects\nThe article entries matching the request.\nShow 19 properties\ntotal integer\nTotal number of article items for the
Update — DevRev | Docs
ART-1824_KNOWLEDGE_NODE-26
object.\napplies_to_parts list of strings Required\nThe parts that the article applies to.\nowned_by list of strings Required\nThe users that own the article.\nresource object Required\nShow 3 properties\ntitle string Required\nName of the article.\naccess_level enum Optional\nAllowed values: external internal private public restricted\narticle_type "article" or "content_block" Optional\nAllowed values: article content_block\nType of the article.\nauthored_by list of strings Optional\nThe
Delete — DevRev | Docs
ART-1577_KNOWLEDGE_NODE-26
object.\napplies_to_parts list of strings Required\nThe parts that the article applies to.\nowned_by list of strings Required\nThe users that own the article.\nresource object Required\nShow 3 properties\ntitle string Required\nName of the article.\naccess_level enum Optional\nAllowed values: external internal private public restricted\narticle_type "article" or "content_block" Optional\nAllowed values: article content_block\nType of the article.\nauthored_by list of strings Optional\nThe
Get Post — DevRev | Docs
ART-1307_KNOWLEDGE_NODE-30
scope of the articles. If this is not provided, then only external articles are returned.\nshared_with list of objects Optional\nFilter for articles based on intended audience.\nShow 2 properties\nResponse.\n\nThis endpoint returns an object.\ncount integer\nThe total number of articles matching the filter.\nAPI Reference articles Create Article.\n\nPOST https:// api.devrev.ai / articles.create\nArticle is an object which can contain a URL or artifacts in the resource. It also contains the data
List Post — DevRev | Docs
ART-1593_KNOWLEDGE_NODE-26
object.\napplies_to_parts list of strings Required\nThe parts that the article applies to.\nowned_by list of strings Required\nThe users that own the article.\nresource object Required\nShow 3 properties\ntitle string Required\nName of the article.\naccess_level enum Optional\nAllowed values: external internal private public restricted\narticle_type "article" or "content_block" Optional\nAllowed values: article content_block\nType of the article.\nauthored_by list of strings Optional\nThe
Get — DevRev | Docs
ART-16192_KNOWLEDGE_NODE-31
articles default to English in DevRev, regardless of the original language.\n  If a user in ServiceNow belongs to two different criteria\xe2\x80\x94one allowing read and contribute access, and the other denying it\xe2\x80\x94they may still have access in DevRev. However, if the same criteria appear in both the allow and deny lists for read and contribute access, the user is restricted in DevRev.\n\nPost import options\n-------------------\n\nAfter a successful import, you have the following
ServiceNow KB AirSync | AirSync | Snap-ins | DevRev
ART-1834_KNOWLEDGE_NODE-38
Optional\nFilters for articles owned by any of the provided users.\nscope list of longs Optional\nFilter for the scope of the articles. If this is not provided, then only external articles are returned.\nshared_with list of objects Optional\nFilter for articles based on intended audience.\nShow 2 properties\nResponse.\n\nThis endpoint returns an object.\narticles list of objects\nThe article entries matching the request.\nShow 19 properties\ntotal integer\nTotal number of article items for the
Delete — DevRev | Docs
ART-1829_KNOWLEDGE_NODE-26
object.\napplies_to_parts list of strings Required\nThe parts that the article applies to.\nowned_by list of strings Required\nThe users that own the article.\nresource object Required\nShow 3 properties\ntitle string Required\nName of the article.\naccess_level enum Optional\nAllowed values: external internal private public restricted\narticle_type "article" or "content_block" Optional\nAllowed values: article content_block\nType of the article.\nauthored_by list of strings Optional\nThe
Delete — DevRev | Docs
ART-1802_KNOWLEDGE_NODE-26
object.\napplies_to_parts list of strings Required\nThe parts that the article applies to.\nowned_by list of strings Required\nThe users that own the article.\nresource object Required\nShow 3 properties\ntitle string Required\nName of the article.\naccess_level enum Optional\nAllowed values: external internal private public restricted\narticle_type "article" or "content_block" Optional\nAllowed values: article content_block\nType of the article.\nauthored_by list of strings Optional\nThe
Get Post — DevRev | Docs
ART-1837_KNOWLEDGE_NODE-26
object.\napplies_to_parts list of strings Required\nThe parts that the article applies to.\nowned_by list of strings Required\nThe users that own the article.\nresource object Required\nShow 3 properties\ntitle string Required\nName of the article.\naccess_level enum Optional\nAllowed values: external internal private public restricted\narticle_type "article" or "content_block" Optional\nAllowed values: article content_block\nType of the article.\nauthored_by list of strings Optional\nThe
Update — DevRev | Docs