Knowledge base¶

Agents search, read, create, and edit knowledge-base articles and manage categories.

Overview¶

This page explains how to use Knowledge base and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Use full-text search. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
View an article. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
Create and edit articles. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Create, edit, and activate categories. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Record the use of an article. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.