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Home > Service Desk > Working with the Knowledge Base

Working with the Knowledge Base

Web Tracks includes a knowledge base that goes hand and hand with your service desk.  Knowledge base articles can be created by Web Tracks user with Help Desk privileges.  Creating a unique knowledge base for your company can save your end-users and technicians much time when searching for help and resolutions. 

Adding Knowledge Base Articles
Click 'Knowledge Base' from the main menu.  From the Knowledge Base List click the 'Add' Command.

You can also quickly duplicate similar Knowledge Base articles by clicking the duplicate record command.  Once you duplicate an article you can edit the new article and make any necessary changes.

The creation of a knowledge base article can be also initiated by a technician from within the ticket detail form.  If the add knowledge base article command is clicked from the ticket 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 service 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/HTML (32 KB max)

Resolution - Text/HTML (32 KB max)

Public? - If you check this option, all users will be able to view the article.  If the option is unchecked, only users with 'Knowledge Base Access (normal or higher)' 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 before the user performs a search.  You would want to check this option for articles that are frequently used.   If you uncheck this option it may only be found by users without knowledge base access (typically end-users) if it matches their search criteria. This option has no effect when a user with knowledge base access is viewing the list.

Attaching Files to Knowledge Base Records

  1. Switch to the Attachment tab in the Knowledge Base detail form
  2. Click the 'Add' Command
  3. Browse to the file
  4. Click the 'Upload' Command

The file is now stored in the database and is associated with the Knowledge Base article.

For more information on Attachments see Working with File Attachments.