In the simplest case, an article of the knowledge base consists of the title of the problem, a description of the solution and a grouping into a category. If necessary, the problem may be described in more detail, e.g. to specify the preconditions or to add images of the problem. The optional problem description and the solution are always in HTML format and support pictures and links.
Further information, e.g. instructions needed to help with the solution can be added as attachments.
Each article must be assigned to a category to make it easier to find the right information. Users will only see those articles that are in categories to which they have access.
It is possible to save articles for different languages. A specified language must be selected for this purpose.
Initially an article is "Work in progress". As soon as the article is ready and can be published, it should be defined here for whom the article should be visible.
If an article should be published for a Location/Customer, this specific Location/Customer has to be selected.
If an article refers to a problem that has been managed in a ticket, the ticket number can be stored here. This reference is only visible to users who also have access to the ticket.