Change: Meta Tags Added to Knowledge Base Articles

Effective: 2017/12/6
Release: 6.1.0

Purpose

To enable a more inclusive and effective search of Knowledge Articles for all users. Also, to give Knowledge Base Authors a way to organize and tag articles with similar or common search terms.

Meta tags are added to knowledge articles and searchable by all users. They contain information about the page rather than being part of the page. Meta tags are not visible by non-ITIL users.

An example might be an article about “bmail.” You might add the Meta Tag “email,” because the word email does not actually appear anywhere in the article. This would enable a user searching “email” to pull up this article, even though the term “email” does not appear anywhere in the article

Changes

The Meta Tag field has been added on Knowledge Base articles, for users with the knowledge author role.

FAQ

• Can customers see Meta Tags?

  No, non-ITIL licensed users cannot see or edit Meta Tags, but they can search by them

• Are Meta Tags and Tags the same thing?

  No. Tags are a way for an individual to organize knowledge articles, meta tags are a way to add more searchable terms for that page that anyone can use.