Using keywords is a generic way to describe the contents of a kb article.
Keywords
- are very useful for categorizing an article
- could be used to match a ticket with a kb article (as was possible in cerb3 using tags) (ie a manager can guide answers to workers)
- can be used for smart/virtual folders (folder that collects items with common keywords)
- could effectively be used by Fetch and Retrieve
Also keywords, known as tags in the cerb3 kb, should be not just be wasted as its really part of the "knowledge base".
Nothing personal on this one Anders. I didn't realize you actually JIRA'd this before I got a chance to read your forum post. I'm moving all these ideas into the issue I created, CHD-920, simply because I've already linked that one to a bunch of other ideas. Ironically all these ideas partially spawned from talking with the developers about your complaint specifically :)
So basically it would be harder for me to restructure this issue as opposed to moving your ideas over.
Improvement
Closed
Implement keywords for KB articles
