Create / Update Article

Create or update a knowledge base article.

Creating and updating an article from the API can be done by posting your article object to Supportbench.

The only difference between article creations and updates is including a article id within the article object.

When creating or updating a article , the below fields are available to you.

NameRequiredLimitDefaultAvailabilitySummary
id_prefixno5 characters"AR"NewThe prefix of the article. You can assign new article prefix's within the API administration section.
id_sourceno25 characters-NewThe source id of the article. You can assign custom ID's from existing systems or assign your own id.
idno - when creating
yes - when updating
30 characters-UpdateThe full article id including the prefix.
titleyes250 characters-New / UpdateThe article title.
summaryno250 characters-New / UpdateThe article summary.
contentnoUnlimited-New / UpdateThe article content as HTML.
publishednoBooleanFalseNew / UpdateThe published state of the article. 0 = Internal, 1 = available to the community.
status_idnoInteger10New / UpdateThe status of the article.
owner_idnoInteger-New / UpdateThe agent who owns this article.
hotnoBooleanFalseNew / UpdateWhether the article is a hot article or not and available within the case addition screen.
queue_idnoInteger-New / UpdateThe queue this article is assigned to.
review_datenoDateTime-New / UpdateThe date this article will expire and trigger the review action.
review_actionnoInteger10New / UpdateThe action that takes place once the article has expired.
category_idnoInteger-New / UpdateThe related case category id of the article.
priority_idnoInteger-New / UpdateThe related case priority id of the article.
issue_idnoInteger-New / UpdateThe related case issue id of the article.
outcome_idnoInteger-New / UpdateThe related case outcome id of the article.
tagsno100 characters per tag-New / UpdateA tag array assigned to the article. If updating, the tags defined here will overwrite any existing tags.
fieldsnoSee field object-New / UpdateA field array of custom fields to insert or update. Please see the field object below.

Fields Object

NameRequiredLimitDefaultSummary
idyesInteger-The field id of the field you wish to update. The field id must map to a valid field in the article.
valueyesDropdown list - Integer
Checkbox - Boolean
Text box - Unlimited
-The value of the custom field. The value is dependent on the field type.
Language
Authorization