Overview

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The default ordering of Knowledge Base articles on support.ucsd.edu is based on an internal order number.

General

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On the agent-facing view for KB articles a field named “Order” can be found, which controls the order at which articles appear in the service portal. Order is defaulted to 1000. 

Order priority is as follows

1. Empty
2. Negatives (the lower the number, higher the priority)
3. Positives (the lower the number, the higher the priority)

This will only effect the order on the “Default” view, if “Updated” or “Popular” is selected from the dropdown this does not apply.

Any agent can change the order of an article but doing so still requires moving through the same workflow of checking out an article and re-publishing it