Knowledge Base Schema
Schemas
KBEntry
The primary KB article object used for both reads and writes.
| Property | Type | Description |
|---|---|---|
id | integer | Unique KB article ID. |
name | string | Article title. |
description | string | Article body/description (plain text). |
description_html | string | Article description in HTML. |
description_markdown | string | Article description in Markdown. |
resolution | string | Resolution content (plain text). |
resolution_html | string | Resolution in HTML. |
resolution_markdown | string | Resolution in Markdown. |
type | integer | Article type ID. |
inactive | boolean | Whether the article is inactive. |
tag_string | string | Comma-separated tags. |
kb_tags | string | Additional KB tag string. |
view_count | integer | Total number of views. |
agent_view_count | integer | Number of agent views. |
all_version_view_count | integer | View count across all versions. |
useful_count | integer | Count of "useful" votes. |
notuseful_count | integer | Count of "not useful" votes. |
your_vote | integer | Current user's vote value. |
your_comment | string | Current user's feedback comment. |
date_created | datetime | Creation timestamp. |
date_edited | datetime | Last edited timestamp. |
next_review_date | datetime | Scheduled next review date. |
last_review_date | datetime | Date of last review. |
reviewed_by | integer | ID of the agent who last reviewed. |
reviewer_name | string | Name of the last reviewer. |
creator_id | integer | ID of the creating agent. |
creator_name | string | Name of the creating agent. |
editor_id | integer | ID of the last editing agent. |
editor_name | string | Name of the last editing agent. |
showforall | boolean | Whether the article is visible to all clients. |
faqlists | array of FAQListHead | FAQ lists this article belongs to. |
faqliststr | string | String representation of FAQ list membership. |
faqdseq | integer | Sequence within FAQ list. |
related_articles | array of KBEntry_List | Related KB articles. |
attachments | array of Attachment_List | File attachments on the article. |
tags | array of Tag | Structured tags. |
customfields | array of CustomField | Custom field values. |
fields | array of RequestTypeField | Request type fields. |
teams | array of SectionDetail | Teams with access to this article. |
owners | array of KBOwner | Owners of this article. |
devices | array of Device_List | Associated devices. |
internalmemoagent | string | Internal agent memo (plain text). |
internalmemoagenthtml | string | Internal agent memo (HTML). |
internalmemomarkdown | string | Internal agent memo (Markdown). |
link | string | External link associated with the article. |
confluence_url | string | Linked Confluence URL. |
search_score | number | Relevance score from search. |
latestversion | integer | ID of the latest version. |
other_versions | array of KBEntry_List | Previous/other versions of the article. |
new_version_from_id | integer | Source article ID if created as a new version. |
active_draft_id | integer | ID of the active draft for this article. |
ai_generated_summary | string | AI-generated summary of the article. |
ai_summary | string | AI summary field. |
pdf_attachment_id | integer | ID of the generated PDF attachment. |
pdftemplate_id | integer | PDF template used for export. |
pdftemplate_name | string | Name of the PDF template. |
kbentryclientaccess | array of KbEntryAreaAccess | Client-level access control entries. |
kbentrytoplevelaccess | array of KbEntryTopLevelAccess | Top-level access control entries. |
geo_restrictions | array of GeoLocationRestriction | Geographic access restrictions. |
translations | array of LanguagePackTranslationsCustom | Translations for multi-language support. |
external_links | array of ExternalLink_List | External links attached to the article. |
kbpermalinks | array of Permalinks | Permalink records for the article. |
permalink_type | integer | Type of permalink used. |
custom_permalink | string | Custom permalink slug. |
key | integer | Internal key identifier. |
key_copy | string (uuid) | UUID copy of the key. |
ticket_id | integer | Related ticket ID. |
ticket_template_id | integer | Associated ticket template ID. |
limit_start_date | datetime | Start of visibility window. |
limit_end_date | datetime | End of visibility window. |
editor_type | integer | Editor type (e.g., HTML, Markdown). |
servicenow_id | string | ServiceNow integration ID. |
freshdesk_id | string | Freshdesk integration ID. |
freshdesk_folder_name | string | Freshdesk folder name. |
freshdesk_category_name | string | Freshdesk category name. |
search_count | integer | Number of times returned in search results. |
search_index_sync_timestamp | datetime | Timestamp of last search index sync. |
search_index_sync_batches | integer | Number of sync batches processed. |
KBEntry_View
Paginated list response for GET /KBArticle.
| Property | Type | Description |
|---|---|---|
record_count | integer | Total number of matching records. |
page_no | integer | Current page number. |
page_size | integer | Number of records per page. |
articles | array of KBEntry_List | Array of KB article list items. |
FAQListHead
Represents a category/folder in the KB FAQ hierarchy.
| Property | Type | Description |
|---|---|---|
id | integer | Unique FAQ list ID. |
name | string | Display name of the FAQ list. |
description | string | Description of the FAQ list. |
full_name | string | Full hierarchical name. |
level | integer | Depth level in the FAQ hierarchy. |
type | integer | FAQ list type identifier. |
sequence | integer | Display sort order. |
article_count | integer | Number of articles in this list. |
is_group | boolean | Whether this is a group node. |
group_id | integer | ID of the parent group. |
group_name | string | Name of the parent group. |
grandparent_name | string | Grandparent node name. |
greatgrandparent_name | string | Great-grandparent node name. |
fullgroup_name | string | Full group path name. |
showforall | boolean | Visible to all clients. |
showforallagents | boolean | Visible to all agents. |
showtoallwithperms | boolean | Shown to all users with permissions. |
show_to_all_suppliers | boolean | Shown to all suppliers. |
dontshowonportal | boolean | Hide from client portal. |
allow_indexing | boolean | Allow search engine indexing. |
access_control | array of AccessControl | Access control rules. |
access_control_level | integer | Access control level ID. |
geo_restrictions | array of GeoLocationRestriction | Geographic access restrictions. |
linked_articles | array of FAQListDet | Articles linked to this FAQ list. |
translations | array of LanguagePackTranslationsCustom | Translations for multi-language support. |
guid | string (uuid) | GUID for the FAQ list. |
intent | string | Intent string (used for AI/chatbot routing). |