Attaching a domain to a knowledge base

Each knowledge base is published on a domain that belongs to your organisation, such as help.example.com or docs.example.com. You add the domain to your subscription once, choose it on the knowledge base, and point it at Structurell. When the domain has been verified, your published articles appear at that address.

Before you start

• You need a domain or subdomain you control, and access to its DNS settings (usually through your domain registrar or hosting provider).
• A subscription administrator must add the domain under Account → Organisation → Domains. See Domains.
• Each domain can only be used by one knowledge base. We recommend a dedicated subdomain for your help site rather than your main website address.

Step 1: Add the domain to your subscription

A subscription administrator goes to Account → Organisation → Domains, selects New, fills in the Name and the Domain Name (for example help.example.com) and saves. The domain then becomes available to choose across Structurell.

Step 2: Choose the domain on the knowledge base

1. Go to Enable → Knowledge → Knowledge Bases and open the knowledge base, or create a new one. See Creating a knowledge base.
2. Choose the domain in the Domain field.
3. Select Save.

When you save, Structurell registers the domain for your knowledge base.

Step 3: Point your DNS at Structurell

The domain can only be verified once its DNS points to Structurell. The Portal doesn't show the DNS records to add, so contact support and ask for the records for your domain, then add them with your DNS provider.

DNS changes can take a while to take effect, sometimes up to 48 hours depending on your provider. Secure (HTTPS) access is set up for you once the domain is verified.

Step 4: Check the site

Once your DNS records are in place and support has confirmed the domain is verified, visit the domain in your browser.

The public site is only shown when all of the following are true:

• The domain has been verified.
• The knowledge base Status is Enabled.
• The articles you expect to see are published and their Visibility is Public. See Writing and publishing articles.

Changing or removing the domain

To move a knowledge base to a different domain, choose the new domain in the Domain field and save. The old domain is released from the knowledge base, and the new one needs to be pointed at Structurell and verified in the same way.

Deleting a knowledge base also releases its domain.

Troubleshooting

• "The selected domain is already assigned to another knowledge base." Each domain can only serve one knowledge base. Choose a different domain, or remove it from the other knowledge base first.
• The domain I want isn't in the list. It hasn't been added to your subscription yet. Ask a subscription administrator to add it under Account → Organisation → Domains.
• The site doesn't load, or shows a "not found" page. Check that your DNS records match the ones support gave you, that enough time has passed for them to take effect, and that the knowledge base is enabled. If it still doesn't work, contact support so they can check the domain's verification.