Keep working drafts, exact review rounds and published snapshots distinct.
25 tables · 50 relationships
Categories, Authors, Templates, Articles, ArticleTags, RelatedArticles, AttachedMedia, Glossary. Draft content and access policy prepare the answer without changing its live snapshot.
ArticleReviewRounds, ArticleApprovalSteps, ArticleVersions, ArticleVersionDiffs, PublishedTags, PublishedLinks, PublishedMedia, ReadingTime. Exact review rounds produce immutable article and media snapshots.
SearchQueries, SearchClickEvents, ArticleViews, ArticleFeedback, DeflectionEvents. Telemetry retains actual version and observation scope; unknown coverage is explicit.
ContentGaps, BrokenLinks, AuthorContributions, KBSettings. Assignments, due dates and source observations support reviewed corrections.
Reserve article slugs per tenant. Review decisions bind to current round, hash and revision. PublishKey returns one immutable version. Event keys deduplicate reads, queries, feedback and promotion. Published manifests never follow mutable draft data, and every read rechecks current audience restrictions.
| Field | Type | Required | Details |
|---|---|---|---|
CategoryCode | text | yes | |
Name | text | yes | |
ParentCategory | reference | → Categories (self) | |
Description | text | ||
DisplayOrder | number | yes | Sort order within parent |
Audience | select | yes | Public, InternalOnly |
Status | select | yes | Active, Hidden |
OwnerSME | reference | → Authors (default reviewer for child Articles) | |
Active | boolean | yes |
| Field | Type | Required | Details |
|---|---|---|---|
AuthorID | text | yes | |
FullName | text | yes | |
Email | text | yes | |
Role | select | yes | Author, SME, ComplianceReviewer, KBManager, Admin |
Specialties | text | Comma-separated category / topic tags for SME routing | |
Bio | text | Markdown — shown on Public articles when ShowAuthorBio = true | |
ShowAuthorBio | boolean | ||
Active | boolean | yes | |
PrincipalID | text | yes | Trusted authenticated staff identity, unique per tenant; not editable by the author |
LastSyncedAt | datetime | yes | Trusted identity/role mapping timestamp |
| Field | Type | Required | Details |
|---|---|---|---|
TemplateCode | text | yes | |
Name | text | yes | |
ContentType | select | yes | HowTo, Troubleshooting, Reference, Policy, FAQ, ReleaseNote |
BodyTemplate | text | yes | Markdown skeleton with section headings |
RequiredFields | text | Comma-separated field names (e.g. "Summary,Symptoms,Resolution") | |
DefaultAudience | select | yes | Public, InternalOnly |
DefaultReviewIntervalDays | number | Override of KBSettings default per template | |
Active | boolean | yes |
| Field | Type | Required | Details |
|---|---|---|---|
ArticleNumber | text | yes | |
Title | text | yes | |
Slug | text | yes | Stable reserved URL-safe identifier, unique per tenant across draft and published records |
Summary | text | yes | Short blurb shown in search results and listings |
BodyMarkdown | text | yes | Working copy — Markdown |
ContentType | select | yes | HowTo, Troubleshooting, Reference, Policy, FAQ, ReleaseNote |
Template | reference | → Templates | |
Category | reference | yes | → Categories |
Owner | reference | yes | → Authors |
Audience | select | yes | Public, InternalOnly |
Status | select | yes | Draft, InReview, ChangesRequested, Approved, Published, Archived, Deprecated |
FeaturedFlag | boolean | Pinned to help-center home if true | |
CurrentVersion | number | Latest published version number | |
PublishedAt | datetime | First-published timestamp | |
LastPublishedAt | datetime | Latest republish timestamp | |
LastReviewedAt | date | Last manual review pass | |
ReviewDueDate | date | Next review target | |
HelpfulCount | number | Rolling rollup | |
NotHelpfulCount | number | Rolling rollup | |
HelpfulRatio | formula | fx: HelpfulCount / NULLIF(HelpfulCount + NotHelpfulCount, 0) | |
ViewCount | number | Lifetime view rollup | |
Revision | number | yes | Optimistic working-copy revision; includes tags, links and attachments |
CurrentReviewRound | reference | → ArticleReviewRounds — exact submitted revision | |
PublishedVersion | reference | → ArticleVersions — same Article current public/internal snapshot | |
PublicationState | select | yes | Unpublished, Live, Withdrawn — independent of working-copy Status |
SourceSystem | text | External Helpdesk source, never a local Tickets owner | |
ExternalTicketID | text | Read-only correlated upstream ticket identifier | |
SourceEventKey | text | Unique tenant and authenticated source promotion event | |
DraftCreatedAt | datetime | yes | First working-copy creation |
LastReviewDecisionAt | datetime | Accepted review-only or publication decision |
| Field | Type | Required | Details |
|---|---|---|---|
VersionID | text | yes | |
Article | reference | yes | → Articles |
VersionNumber | number | yes | Monotonic per Article |
BodyMarkdown | text | yes | Frozen at publish |
Title | text | yes | Frozen |
Summary | text | Frozen | |
PublishedAt | datetime | yes | |
PublishedBy | reference | yes | → Authors |
RetiredAt | datetime | Set when superseded by next version | |
FileURL | text | Frozen PDF / JSON snapshot in document store | |
ReviewRound | reference | yes | → ArticleReviewRounds — approved current submitted revision |
ContentHash | text | yes | Frozen complete publish payload hash |
Audience | select | yes | Public, InternalOnly — frozen reviewed audience; current stricter category policy also applies |
Category | reference | yes | → Categories — frozen category identity |
ContentType | select | yes | HowTo, Troubleshooting, Reference, Policy, FAQ, ReleaseNote |
Slug | text | yes | Reviewed route at publication |
Status | select | yes | Current, Superseded, Withdrawn |
PublishKey | text | yes | Unique tenant and publish command; replay returns original version |
ReadingMinutes | number | yes | Frozen CEIL(published word count / 220) |
| Field | Type | Required | Details |
|---|---|---|---|
Version | reference | yes | → ArticleVersions |
ChangeSummary | text | yes | Auto-generated diff summary (added / removed sections, word-count delta) |
AuthorComments | text | Author's commit message at publish | |
LinesAdded | number | ||
LinesRemoved | number | ||
CreatedAt | date | yes |
| Field | Type | Required | Details |
|---|---|---|---|
Article | reference | yes | → Articles |
Sequence | number | yes | |
ReviewerType | select | yes | SME, Compliance, KBManager |
Reviewer | reference | yes | → Authors |
Status | select | yes | Pending, Approved, ChangesRequested, Skipped, Cancelled |
Decision | text | Free-text review note | |
DecidedAt | datetime | ||
ReviewRound | reference | yes | → ArticleReviewRounds — same Article; never a decision from an older round |
SubmittedRevision | number | yes | Frozen working revision under review |
ContentHash | text | yes | Frozen complete submission hash |
Required | boolean | yes | True for every mandated policy step; required step cannot be skipped |
DecisionKey | text | Idempotent assigned-reviewer decision command | |
DecidedBy | reference | → Authors — authenticated assigned reviewer, distinct from submission author |
| Field | Type | Required | Details |
|---|---|---|---|
Article | reference | yes | → Articles |
Tag | text | yes | Lowercased, hyphenated |
AddedBy | reference | → Authors | |
AddedAt | date | yes |
| Field | Type | Required | Details |
|---|---|---|---|
Article | reference | yes | → Articles (the parent — "from") |
RelatedTo | reference | yes | → Articles (the target — "to") |
RelationType | select | yes | SeeAlso, Prerequisite, NextStep, Replaces, Supersedes |
DisplayOrder | number | ||
AddedBy | reference | → Authors |
| Field | Type | Required | Details |
|---|---|---|---|
Article | reference | yes | → Articles |
FileName | text | yes | |
MediaType | select | yes | Image, Video, PDF, Other |
MimeType | text | yes | |
FileSize | number | yes | Bytes |
StorageURL | text | yes | |
AltText | text | Accessibility — required for Image | |
UploadedBy | reference | → Authors | |
UploadedAt | date | yes |
| Field | Type | Required | Details |
|---|---|---|---|
Article | reference | yes | → Articles |
WordCount | number | yes | |
EstimatedMinutes | formula | yes | fx: CEIL(WordCount / 220) |
LastComputedAt | date | yes |
| Field | Type | Required | Details |
|---|---|---|---|
Author | reference | yes | → Authors |
Article | reference | yes | → Articles |
Action | select | yes | Created, Edited, Reviewed, Approved, Published, Archived |
OccurredAt | date | yes | |
Notes | text |
| Field | Type | Required | Details |
|---|---|---|---|
Term | text | yes | |
Definition | text | yes | |
Synonyms | text | Comma-separated alternates also auto-linked | |
Audience | select | yes | Public, InternalOnly |
Owner | reference | → Authors | |
Active | boolean | yes |
| Field | Type | Required | Details |
|---|---|---|---|
QueryID | text | yes | |
Query | text | yes | Raw user input |
QueryNormalized | text | yes | Lowercased, whitespace-collapsed for dedup |
ExecutedAt | datetime | yes | |
ResultCount | number | yes | |
ClickedArticle | reference | → Articles (first clicked result, if any) | |
TimeToFirstClickSeconds | number | ||
Source | select | yes | HelpCenterPortal, HelpdeskWidget, API |
ViewerType | select | yes | Customer, Agent, Anonymous |
UserSession | text | Hashed session identifier — never displayed | |
EventKey | text | yes | Unique same-tenant search event; query retry does not add another observation |
AudienceScope | select | yes | Public, Internal — actual authorized search surface |
Status | select | yes | Recorded, Redacted |
ObservationEnd | datetime | Cutoff for completed click/abandon measurement |
| Field | Type | Required | Details |
|---|---|---|---|
Query | reference | yes | → SearchQueries |
Article | reference | yes | → Articles |
ResultPosition | number | yes | 1-based rank in the result list at click time |
ClickedAt | datetime | yes | |
ArticleVersion | reference | yes | → ArticleVersions — permitted actual search result version |
EventKey | text | yes | Unique click event, deduplicated per tenant |
| Field | Type | Required | Details |
|---|---|---|---|
GapNumber | text | yes | |
Query | text | yes | Normalized search query that triggered the gap |
FirstSeenAt | date | yes | |
LastSeenAt | date | yes | |
Frequency | number | yes | |
Status | select | yes | Open, InProgress, ResolvedArticleCreated, WontFix |
AssignedTo | reference | → Authors (KB Manager assigns to an Author) | |
ResolvingArticle | reference | → Articles (set on Status: ResolvedArticleCreated) | |
WontFixReason | text | ||
ResolvedAt | datetime | ||
AudienceScope | select | yes | Public, Internal — prevents internal query text leaking into public work |
LastQueryEventKey | text | Deduplicated contributing search identity | |
ResolutionVersion | reference | → ArticleVersions — live accessible answer for this gap's audience |
| Field | Type | Required | Details |
|---|---|---|---|
FeedbackID | text | yes | |
Article | reference | yes | → Articles |
ArticleVersion | reference | yes | → ArticleVersions (the version actually read) |
Helpful | select | yes | Yes, No |
Comment | text | Free text — masked from unrelated Authors | |
SubmittedAt | datetime | yes | |
SubmittedBy | select | yes | Customer, Agent, Anonymous |
UserSession | text | Hashed | |
EventKey | text | yes | Unique same-tenant client/event command; retries return original event |
| Field | Type | Required | Details |
|---|---|---|---|
ViewID | text | yes | |
Article | reference | yes | → Articles |
ArticleVersion | reference | yes | → ArticleVersions |
ViewedAt | datetime | yes | |
ViewerType | select | yes | Customer, Agent, Anonymous |
Source | select | yes | Search, DirectLink, RelatedArticle, HelpdeskWidget, FeaturedHome |
ReferringQuery | reference | → SearchQueries (when Source = Search) | |
UserSession | text | Hashed | |
DwellSeconds | number | Time on page if measured | |
EventKey | text | yes | Unique same-tenant client/event command; retries return original event |
| Field | Type | Required | Details |
|---|---|---|---|
LinkID | text | yes | |
Article | reference | yes | → Articles |
URL | text | yes | |
StatusCode | number | HTTP status; null on timeout | |
FailureReason | select | yes | NotFound404, Forbidden403, ServerError5xx, Timeout, DNSFail, Other |
DetectedAt | date | yes | |
ResolvedAt | datetime | Set when next scan succeeds or Author edits the article | |
Status | select | yes | Open, Resolved, Suppressed |
SuppressionReason | text | ||
ArticleVersion | reference | yes | → ArticleVersions — source version scanned |
LastCheckedAt | datetime | yes | Last observed probe |
CheckKey | text | yes | Unique version, URL and scan occurrence |
| Field | Type | Required | Details |
|---|---|---|---|
EventID | text | yes | |
Article | reference | yes | → Articles |
ArticleView | reference | yes | → ArticleViews (the anchor read) |
UserSession | text | yes | Hashed |
ObservationStart | datetime | yes | |
ObservationEnd | datetime | yes | |
Outcome | select | yes | PendingOutcome, NoTicketObserved, TicketCreatedAnyway, Unknown |
SourceSystem | text | Authenticated Helpdesk source system | |
ExternalTicketID | text | Upstream ticket ID when a correlated creation event is observed | |
ResolvedAt | datetime | ||
ArticleVersion | reference | yes | → ArticleVersions — exact version actually read |
ObservationKey | text | yes | Unique tenant, permitted hashed session and observation window; one anchor per window |
ConnectorCoverage | select | yes | Complete, Incomplete, Unknown |
ObservedThrough | datetime | Authenticated source watermark must cover ObservationEnd plus declared lag | |
LastSourceEventKey | text | Deduplicate verified ticket creation events | |
AttributionBasis | text | yes | First eligible customer read in window; agent/anonymous/unlinked sessions excluded |
WindowMinutes | number | yes | Frozen positive duration from policy at the anchor read |
SourceLagMinutes | number | yes | Frozen allowed source-event lag for this observation |
ObservationPolicyVersion | text | yes | Frozen window, source, attribution and coverage policy; later settings edits never reinterpret this row |
| Field | Type | Required | Details |
|---|---|---|---|
SettingsKey | text | yes | Constant value "default" — singleton row |
DefaultReviewIntervalDays | number | yes | Default 180 |
LowFeedbackThreshold | number | yes | Helpful ratio below which alerts fire — default 0.6 |
BrokenLinkScanFrequency | select | yes | Daily, Weekly, Monthly |
GapAlertThreshold | number | yes | ContentGap.Frequency at which KB Manager is paged — default 5 |
PromotionMinResolutionLength | number | yes | Min char length of Tickets.Resolution to trigger promotion — default 200 |
DeflectionWindowMinutes | number | yes | Observation window for deflection-tracking — default 60 |
HelpCenterPublicURL | text | ||
Locale | select | yes | en-US (only — internationalization out of scope) |
ReviewPolicyVersion | text | yes | Immutable revision of reviewer selection and compliance conditions |
CompliancePattern | text | Configured bounded pattern to flag content for compliance review | |
ReviewOnlyRequiresManager | boolean | yes | True; KB Manager confirms a no-change review of current version |
LowFeedbackMinimumCount | number | yes | Positive sample threshold before ratio alerts |
EventObservationMaxLagMinutes | number | yes | Declared external ticket event completeness lag |
PrivacyRetentionDays | number | yes | Retention for query and hashed-session telemetry |
| Field | Type | Required | Details |
|---|---|---|---|
ReviewNumber | text | yes | Unique human reference |
Article | reference | yes | → Articles |
RoundNumber | number | yes | Monotonic per article |
SubmittedRevision | number | yes | Exact locked working revision |
SubmittedBy | reference | yes | → Authors — authenticated author |
SubmittedAt | datetime | yes | Start of review |
ContentHash | text | yes | Hash includes title, summary, body, audience, category, tags, related targets and immutable attachment content |
PolicyVersion | text | yes | Frozen required reviewer policy |
RequiredReviewerTypes | text | yes | SME; Compliance when required; KBManager when policy requires; resolved at submission |
Status | select | yes | InReview, ChangesRequested, Approved, Published, Cancelled |
DecidedAt | datetime | When current required decisions complete or return | |
SubmittedKey | text | yes | Unique tenant and submission command |
| Field | Type | Required | Details |
|---|---|---|---|
ArticleVersion | reference | yes | → ArticleVersions |
Tag | text | yes | Unique normalized tag within version |
| Field | Type | Required | Details |
|---|---|---|---|
ArticleVersion | reference | yes | → ArticleVersions |
TargetArticle | reference | yes | → Articles — same tenant |
RelationType | select | yes | SeeAlso, Prerequisite, NextStep, Replaces, Supersedes |
DisplayOrder | number | yes | Stable version ordering |
| Field | Type | Required | Details |
|---|---|---|---|
ArticleVersion | reference | yes | → ArticleVersions |
FileName | text | yes | Reviewed label |
ContentHash | text | yes | Exact reviewed immutable asset bytes |
StorageRef | text | yes | Governed document-store reference, not a public raw internal URL |
AltText | text | Required for images | |
MimeType | text | yes | Validated safe media type |
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