The Knowledgebase is an optional extension for the tickets editing dialog.
Example: There are known issues during production process that can occur from time to time. This issue and its solution is well documented in the Knowledgebase, using distinctive and descriptive terms. The Knowledgebase entry is available for all users.
When another incident happens and an enduser writes a new ticket using some of the keywords, the Knowledgebase article is found and displayed to the user. The user does not have to write the ticket anymore, since a solution is already available.
Searching for tickets in the Knowledgebase takes the subject and the request text of the currently opened ticket into account and matches each given word against the title, problem- and solution description of entries in the Knowledgebase.
The following rules apply for the fuzzy search:
Results of the search are prioritized by the amount of matches of searched words.