Creating Articles

Article Editor

The StackFlow article editor is a rich-text editor with Markdown support, code block syntax highlighting, table editor, and media embedding. Articles are stored in Markdown format in Aurora and rendered as HTML in the portal. The editor includes a live preview panel and an AI writing assistant that can suggest improvements, expand bullet points into full paragraphs, and check for clarity.

⚙️ Minimum Requirements

DynamoDB: StackFlow_KBArticle with GSI on categoryId, status, and authorId
S3: Articles published to stackflow-kb-documents-373544523367/articles/ trigger automatic Bedrock KB sync
S3 Event: EventBridge S3 notification configured to trigger StackFlowKBIngestor Lambda on s3:ObjectCreated:*
Role: Publishing articles requires itsm_manager, ai_engineer, or super_admin JWT claim

curl -X POST https://your-instance.stackflow-tech.com/prod/api/knowledge/articles   -H "Authorization: Bearer $TOKEN"   -H "Content-Type: application/json"   -d '{
    "title": "How to Reset Your Cognito Password",
    "category": "how_to",
    "audience": "all_users",
    "content": "## Steps\n1. Navigate to the login page\n2. Click Forgot Password...",
    "tags": ["cognito", "password", "authentication"],
    "state": "draft"
  }'

Formatting Guidelines

Good knowledge articles use consistent formatting for scannability. Use H2 headings for major sections, numbered lists for sequential steps, bullet lists for non-sequential information, code blocks for all commands and technical strings, and callout boxes for important warnings or tips.

Element	Markdown	Use For
H2 Heading	`## Section Title`	Major article sections
Code block	```bash ... ```	Commands, code, config values
Inline code	`value`	File names, field values, technical terms
Warning callout	`> Warning: text`	Actions that could cause problems
Tip callout	`> Tip: text`	Helpful additional information

Linking to ITSM Records

Articles can be linked to incidents, problems, changes, and CIs. These links appear in the ITSM record's Related Articles section and the article's Related Records section. When an article is updated, all linked ITSM records receive a notification to the assigned agent, prompting a review of the record in light of the updated information.

KEDB Integration: Articles categorized as "Known Error" are automatically linked to Problem records with "Known Error" status when the short description matches. The AI engine performs this linking during article publication.

Access Control

Article access is controlled by audience setting: All Users (everyone with portal access), Agents Only (internal staff only, not visible to requesters), or Custom Group (specific StackFlow groups). Agents-only articles typically contain internal troubleshooting procedures and configuration details not appropriate for end users.

Article Templates

StackFlow includes article templates for common categories: How-To Guide (step-by-step procedure), Troubleshooting Guide (symptom-cause-resolution format), Reference Article (technical specification), and Policy Document. Templates can be customized and new templates created in Knowledge → Manage → Article Templates.

← Previous

Knowledge Base Overview

Articles, categories, and search

Knowledge Studio

AI-assisted article authoring