Working with the Knowledge Base
Mouse Tracks includes a knowledge base that goes hand and hand with your help desk. Knowledge base articles can be created by any Mouse Tracks user with 'Technician' privileges. Creating a unique knowledge base for your company can be save your end-users and technicians much time when searching for help and resolutions.
Adding Knowledge Base Articles
From the data menu choose Knowledge Base (or click the knowledge base command on the Help Desk List). From the Knowledge Base List click the 'Add Command'.
You can also quickly duplicate similar Knowledge Base articles by clicking the duplicate record command. Simply enter a Knowledge Base ID and Mouse Tracks does the rest.
The creation of a knowledge base article can be initiated from within the Help Desk detail form. If the add knowledge base article command is clicked from the help desk detail form, the default title, description and resolution from the current help desk ticket will be entered into the new article. This is a great way to add new articles during the day-to-day operation of your help desk.
Knowledge Base Article Field Notes
Title - A quick description of the article (255 char max)
Type - The type of article (e.g., 'How to', 'Problem', 'Info', etc...)
Description - Text (32k max)
Resolution - Text (32k max)
Public? - This option is for users who will be searching the knowledge base through the IIS Help Desk Interface Add-On. If you check this option, all users will be able to view the article. If the option is unchecked, only users with 'Technician' access will be able to view the article. Using this option allows you to restrict access to knowledge base articles that only your support personnel should be allowed to view.
Always Display? - When the always display option is checked, the knowledge base article will appear in the list of articles on the IIS web interface add-on before the user performs a search. You would want to check this option for articles that are frequently used.
Attaching Files to Knowledge Base Records
Mouse Tracks 2007 introduced the powerful ability of file attachments. The following steps will teach you how to attach screenshots, or any other files associated with a Knowledge Base article.
The file is now stored in the database with the associated with the Knowledge Base article.
For more information on Attachments see Working with File Attachments.
Tip
You can Email knowledge Base articles to others by clicking on the Email icon while viewing an article from the Mouse Tracks Client.