Knowledge Base
The Knowledge Base (KB) is a convenient on-line reference area for accessing information relevant to your operation. According to their permissions, users may access different levels of KB articles quickly and easily, facilitating prompt problem definition and resolution. The specific articles and types of information available will vary depending on the material your company has decided to retain in the Knowledge Base, e.g. installation instructions, trouble-shooting guides, FAQs, solutions to common problems, policies/procedures, etc.
Knowledge Base Articles can be created ad hoc or from issues in your system. Special formatting, embedded links and images can be included. If the Attachments feature has been enabled (Administration > System > System Settings > Features > Attachments), attachments of any format or size (unless a "Max Size" has been defined within) may be added.
The KB has a two-level knowledge base capability, with one set of articles available to all users and another set that are marked Private, so that only technicians or support staff can view them. Moreover, you may create articles/documents that are specific to a certain Organization and are only seen by users within that Organization.
Depending on user permissions, the Knowledge Base appears in the Main Menu. All users will see non-Private and Organization non-specific Articles. Anyone navigating to your login screen may be granted access to search and view your knowledge base without requiring them to login to IssueTrak if anonymous KB searching is activated. Only non-Private and Organization non-specific Articles may be viewed anonymously.
The Knowledge Base can only be enabled by your System Administrator(s). KB Articles in your system can be added and maintained by your System Administrator(s). Related permissions include:
• “Can access and maintain Administration functions” determines which users can add and maintain KB Articles, Categories and Subcategories in your system
• “Can add, edit and delete Knowledge Base Categories and Subcategories” determines which users can add and maintain KB Categories and Subcategories in your system
• “Can add, edit and delete Knowledge Base Articles” determines which users can add and maintain KB Articles in your system
• “Can view Private Knowledge Base articles” determines which users can view “Private” KB Articles
• “Menu Options/Pages Allowed > Knowledge Base” determines which users can view the Knowledge Base Menu
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.
Adding, Editing and Deleting KB Articles