The Knowledge Base is an area to post articles for access by technicians and/or users. For users, this may be a way to share initial self-help troubleshooting steps or repeat actions that are needed for users to complete to resolve their own issues. For technicians, this may be a way to post repeat steps, non-public information, or store training steps for other technicians.
Management for sorting and creating articles is assigned to technicians in their roles and rights. These types of articles can exist in the Knowledge Base:
- A Regular Article: Text-based document for editing and storing text information. There are options to attach documents to this article type and to keep this type hidden from public view.
- Just a File: Upload a file for access from the Knowledge Base table of contents.
- A Link to the Internet: A link that can be opened inside the Knowledge Base.
By default, each department in Helpdesk will have its own section in the Knowledge Base. Articles created by technicians assigned to the department will publish to that specific department.