Foundation Data Sync :: Knowledge articles functionality - Support and Troubleshooting

Foundation Data Sync :: Knowledge articles functionality Summary .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } /* ───────────────────────────────────────────────────────────── NS branding (simulated here for preview — already present in the live KB portal via the template; do not paste this block into the KB article text field) ───────────────────────────────────────────────────────────── */ .ns-kb-css-body-editor-container { p, span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } ul, li { font-size: 12pt; font-family: Lato; } } /* ───────────────────────────────────────────────────────────── FDS article styles Only covers layout/structural things NS branding does not: borders, callouts, tables, pills, TOC box, hr. Font family, base font size, and text color are intentionally left to NS branding above. ───────────────────────────────────────────────────────────── */ .fds-kb-doc { background: transparent; padding: 0; margin: 0; } /* Heading decoration — NS handles font/color */ .fds-kb-doc h1 { border-bottom: 3px solid #293e6b; padding-bottom: 10px; margin-top: 0; } .fds-kb-doc h2 { border-left: 4px solid #293e6b; padding-left: 12px; margin-top: 36px; } .fds-kb-doc h3 { margin-top: 22px; margin-bottom: 6px; } .fds-kb-doc p { margin: 10px 0; } /* Callouts */ .fds-kb-doc .callout { border-radius: 6px; padding: 14px 18px; margin: 16px 0; border-left: 5px solid; } .fds-kb-doc .callout-info { background: #eef4fb; border-color: #3b82f6; } .fds-kb-doc .callout-warning { background: #fff8ec; border-color: #f59e0b; } .fds-kb-doc .callout-block { background: #fef2f2; border-color: #ef4444; } .fds-kb-doc .callout-allow { background: #f0fdf4; border-color: #22c55e; } /* Tables */ .fds-kb-doc table { width: 100%; border-collapse: collapse; margin: 14px 0; font-size: 13px; } .fds-kb-doc th { background: #293e6b; color: #ffffff; text-align: left; padding: 9px 12px; font-weight: 600; } .fds-kb-doc td { padding: 9px 12px; border-bottom: 1px solid #dde3ec; vertical-align: top; } .fds-kb-doc tr:nth-child(even) td { background: #f6f8fc; } /* Pills */ .fds-kb-doc .pill { display: inline-block; font-size: 11px; font-weight: 700; padding: 3px 10px; border-radius: 20px; letter-spacing: 0.3px; } .fds-kb-doc .pill-block { background: #fee2e2; color: #991b1b; } .fds-kb-doc .pill-warn { background: #fef9c3; color: #854d0e; } .fds-kb-doc .pill-auto { background: #dbeafe; color: #1e40af; } /* TOC box */ .fds-kb-doc .toc { background: #f6f8fc; border: 1px solid #dde3ec; border-radius: 6px; padding: 16px 22px; margin-bottom: 28px; } .fds-kb-doc .toc h3 { margin-top: 0; font-size: 14px; /* intentional — TOC label stays compact */ color: #293e6b; } .fds-kb-doc .toc ol { margin: 0; padding-left: 20px; } .fds-kb-doc .toc li { margin: 5px 0; } .fds-kb-doc .toc a { text-decoration: none; color: #293e6b; } .fds-kb-doc .toc a:hover { text-decoration: underline; } /* Divider */ .fds-kb-doc hr { border: none; border-top: 1px solid #dde3ec; margin: 32px 0; } /* Meta footer */ .fds-kb-doc p.meta { color: #6b7280; font-size: 12px; margin-top: 40px; }

Knowledge [kb_knowledge] Articles in FDS Offering Items This article explains what happens when Knowledge [kb_knowledge] or its extension tables are selected as the table on an Offering Item, and how the system protects FDS synced articles from being accidentally modified.

On this page What happens when you select Knowledge [kb_knowledge] Fields and filters applied automatically Protecting FDS synced articles Quick reference 1. What happens when you select Knowledge [kb_knowledge] or its extension tables When you choose Knowledge [kb_knowledge] or any of the extension tables such as What is, How to, Known Error article, FAQ as the table on an Offering Item form, the system recognises it as a special table and automatically applies a set of default configurations on your behalf. A message is also displayed on the form to inform you that these defaults have been applied.

You are free to add any additional fields or conditions on top of these defaults. However, the defaults themselves are protected — if you remove any of the required fields and save, the system will add them back automatically. This ensures that the minimum configuration needed for knowledge articles to sync and display correctly is always in place.

When does this happen? Every time the Offering Item is saved with Knowledge [kb_knowledge] or any of its extension tables as the table. The system checks the configuration on each save and restores anything that is missing. 2. Fields and filters applied automatically Required fields added to your selection Regardless of which fields you choose in the Outbound Fields picker, the following fields are always included in the sync payload. If you did not pick them, they are added silently on save. If you already picked some of them, they are not duplicated.

Field Why it is always included Workflow State Needed to correctly mark the article as published on the receiving instance. Article Type Determines how the article content is rendered (e.g. HTML, wiki). Short Description The article title — an article without a title cannot be displayed. Text The full body content of the article. Display Attachments Controls whether attached files are shown alongside the article. Direct Controls whether the article can be accessed directly without a portal. Disable Commenting Preserves the commenting permission set on the original article. Disable Suggesting Preserves the suggestion permission set on the original article. Mandatory filter: Published articles only A filter of Workflow State = Published is always prepended to the conditions on the Offering Item. Even if you add your own additional filters (for example, to restrict to a specific Knowledge Base), the published filter is injected automatically and cannot be removed.

This means drafts, articles under review, and retired articles on the source are never included in the sync, regardless of anything else you configure.

Deduplication key set to Article ID The Coalesce Fields value is automatically set to Article ID .

Maintain Sys ID field is hidden The Maintain Sys ID option that appears for other tables is hidden for Knowledge [kb_knowledge] . The system handles sys_id preservation for knowledge articles automatically in the background, so this setting is not needed and is not shown to avoid confusion.

Note: A warning banner appears on the Offering Item form whenever Knowledge [kb_knowledge] is selected as the table. This banner confirms that sys_id management is handled by the system and does not require your input. 3. Protecting FDS synced articles When FDS syncs a knowledge article to a receiving instance, that article is considered owned by the Service Exchange connection that delivered it. The source instance is the authority for that article — edits should happen there, not on the receiving side.

To enforce this, three standard article actions — Checkout , Retire , and Delete — behave differently for FDS synced articles compared to articles that were created locally.

Which articles are affected? Only articles that were originally created by the FDS sync process. Articles that a user created manually on the same instance are not affected and behave normally. 4. Quick reference on FDS synced articles Action On a locally created article On an FDS-owned article Checkout Works normally Blocked — Alert shown, checkout does not proceed Retire Works normally Blocked — Alert shown, article is not retired Delete Standard platform confirmation Confirmation required — Custom warning shown; delete proceeds only on explicit confirm Edit / Update Works normally Permitted — though changes may be overwritten on the next sync Foundation Data Sync | Knowledge [kb_knowledge] behavior | Last updated: 2026-06-04