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Published Sep. 10, 2025

KCS Article Quick Reference Guide

Written By

Jay Lee

How To articles are not official guidelines or officially supported documentation. They are community-contributed content and may not always reflect the latest updates to Liferay DXP. We welcome your feedback to improve How To articles!

While we make every effort to ensure this Knowledge Base is accurate, it may not always reflect the most recent updates or official guidelines.We appreciate your understanding and encourage you to reach out with any feedback or concerns.

NOTE: This article is an INTERNAL article and is not visible to customers, currently. Please only link this article in internal comments, but not public comments.

This is a quick reference guide for writing KCS articles on Help Center.

Before You Submit

1. Remove Any Customer-Specific Information!

  • Any information that can identify specific customers or specific people
  • Any information that can identify customer's environments

2. Proofread

  • Technical Accuracy
  • Typos, Errors
  • Is it easy to understand?

3. Double-Check the Template Setting

  • Be sure the Template is set to "Fast Track"
  • This is what applies the Disclaimer on the article - very important.

4. Double-Check the Visibility Setting

  • Be sure you have selected the proper visibility setting: Everyone or Internal
  • If you are saving as a Draft for review, be sure to use the Assign button and assign it to Admin (Jay Lee)

Title

The Title should be written in the CUSTOMER’s CONTEXT to improve findability in search

  • What words did Customer use to describe their problem?
  • What words would the customer likely use to search for an answer to their problem?
  • Don't use technical jargon or info about the solution that the customer would not know yet when looking for help.

Examples:

Ticket Bad Title Good Title
ABS-84 Configurations and Permissions Disable Ability to Add Javascript in the Control Panel's Site Pages
MSIP-21 Limitations in Exporting Pages Can I Export LIferay DXP Pages to PDF?
2349 Localization in DXP How to Translate Forms for Localisation

 

Issue

Like the Title, Describe the issue in the CUSTOMER’s words and phrases

  • How did the customer describe the issue on the ticket?
  • What is the Symptom, Problem, or Question they are going to try and search for?

Use Direct language.  Cut unnecessary words:

  • No:
    • "The customer was trying to print"
    • "They got an error from the printer that said it was an invalid page"
  • Yes:
    • "Cannot print a file to network printer"
    • "Network printer returns error: 'Invalid page layout for this printer driver (24301)' "

Environment

Only include environment details that SPECIFICALLY EFFECT the issue or problem the article is solving.

For Liferay Versions be sure to include the version number. 

  • No: "Liferay DXP"
  • Yes: "Liferay DXP 7.0, 7.1"

Environment details need to be clear and accurate.  Here are some examples of environment details you might include:

Liferay Products Fix Packs or Service Packs Application Server Specific Database Specific
DXP 7.0, 7.1 DXP 7.0 or higher IBM WebSphere MySQL
Analytics Cloud Fix Pack 33+ WebLogic MariaDB
Commerce 1.0 DXP 7.1 Service Pack 1 JBoss EAP SQL Server

NOTE: If you come across a KCS article and can confirm it's valid for another version not listed, add it yourself (including a label). 

Resolution

Should directly answer the issue stated for the article:

  • A fixpack that fixes a known issue or LPS-ticket
  • A workaround
  • Step-by-step guide
  • Answer to a question
  • How to access a resource (ex: How to get an Activation Key)

Be Direct - everything as Present-Tense Commands: 

No Yes
"After they install Liferay fix pack 60..."  1. Install Liferay Fix Pack 60
"Then they can navigate to the Configure page after they start the app server"  2. Start the application server
   3. Navigate to the Configure Page menu by clicking Control Panel > Navigation> 3-dot icon > Configure Page

 

Complete Thoughts, not Complete Sentences okay.  Just needs to be understandable:

Links that are directly helpful to the specific issue:

  • "More detailed information on importing/exporting pages as LAR files can be found in this article: Importing/Exporting Pages and Content"
  • Note: It's much better to write the title of the article and hyperlink.  Don't just paste the raw URL

Use Screenshots:

       Sub_Status.jpg

*Be Sure there is NO CUSTOMER-SPECIFIC INFORMATION or INTERNAL LIFERAY INFORMATION contained in any screenshots or media

See: HTML Helps - Frequently used:

  • Code
  • Screenshot Borders
  • Blue Box Callout Alerts
  • Tables

Keep it brief.  Don't try to address everything.  One article = one solution.  

  • Create multiple articles if there are multiple issues

Additional Information

Relevant Articles:

Relevant LPS Tickets:

  • "Here is a Feature Request ticket LPS-64910 related to this issue you can follow and vote on."

 NOTE: Remove the language code from any links you provide:

  • No: https://help.liferay.com/hc/en-us/articles/360018174851-Introduction-to-Using-the-Calendar-
  • Yes: https://help.liferay.com/hc/articles/360018174851-Introduction-to-Using-the-Calendar-

Article Settings (Metadata)

These are the Article Settings you should use for a KCS article:

Article_Settings_-_2020.PNG

Visibility Settings:

  • Visible to: KCS
    • Only used while CSE is training
  • Visible to: Everyone
    • Published visible to all (authentication required to see whole article)
  • Visible to: Internal
    • Used for 3rd Party/Out-of-Scope articles; only viewable by other Liferay internal users

* See KCS Article Workflow for more information

 

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