A User with permissions to add articles to the Knowledge Base may choose to enter the information from an Issue (Open or Closed) as a reference for other Users. IssueTrak pulls the Subject field from the issue to the Title field in the Knowledge Base. The system also pulls the Issue #, Issue Type, Description, Solution, Notes fields and any optionally, any attachments related to the issue. (Private Notes will not be included.) These fields can be modified once pulled so the article appears as intended in the KB. The creator may designate a Category and Subcategory from the drop-down boxes, mark the article as Private, restrict the article to a specific Organization and add Tags (keywords separated with a semicolon, e.g. hardware; Windows; XP Pro) to quickly identify articles during a search.
1- Select Create KB Article on the Issue Detail sub-menu in the issue to create an article
2- Enter/Select/Edit the appropriate field value(s) and content for the new article
3- Select the "Include Issue's Attachment?" checkbox to include attachment(s)
4- Click “Save”
If you selected “Include Issue's Attachment?,” the “Add Attachment" screen will be displayed. This screen will allow you to enter your attachment file name(s) to be linked to the new article. The message “Article #...was successfully added” will display upon completion.
NOTE: A user must have “Can add, edit and delete Knowledge Base Articles” and “Can view Private Knowledge Base articles” to flag a KB Article as Private during creation. The “Subcategory” field will not appear on the Add Knowledge Base Article screen until at least one has been defined.