A knowledge base can be used to store structured information about any topic the client wishes. These knowledge base items can be viewed by all the users as a source of information. It is also possible to link knowledge base items to service types and view the knowledge base items based on the specific service type in a request by the servicedesk users as a source of information.
Knowledge base can be used in relation to requests but can also be used as a stand-alone option.
Description
Creating Knowledge base items
The knowledge base can be found via the left menu option under "Requests". Users with the group "3. Edit Knowledge base" can create new knowledge base items here.
Per knowledge base item the following fields can be filled in:
Part of
It is possible to set a parent knowledge base item. This makes it possible to create a hierarchy in the knowledge base that is also shown when searching the knowledge base
Subject
The subject of the knowledge base item
Text
The actual text (description). This field supports HTML text (headers, bold, etc)
Documents
It is possible to link documents to the knowledge base item (For instance, additional information)
Keywords
By setting keywords, all knowledge base items that have matching keywords are shown in the "Related knowledge base items" tab. This makes it easy to navigate to other relevant knowledge base items.
Related objects
Knowledge base items can also be created via the knowledge base tab on a request and service type.
Request
Service desk employees can view the knowledge base via a tab on a request and also create new knowledge base items. This tabs directly shows all knowledge base items linked to the same service type of the request and gives the option to search the total knowledge base.
When a new knowledge base item is created via this tab, both the request and the linked service type is linked to the knowledge base item.
Service type
Users with the group "3. Edit Knowledge base" can also create knowledge base items directly on a service type. This way, the knowledge base items are linked to the service type and is shown in requests and problems with the same service type.
Authorizations
The following groups can be assigned to users:
Group | Reference | Regarding |
|---|---|---|
3. Edit Knowledge base | FMB-G106 | Group gives the rights to edit all knowledge base items. (Service desk groups can create knowledge base items from request process and change their own items) |
1. create requests | GOB-G002 | If the request setting "Show Knowledge Base on startboard (end users)" is set to "Yes", end-users with this group can view the knowledge base via the startboard option |