Knowledge Base

The Knowledge Base holds articles that answer common questions and document solutions, so users can resolve issues themselves or support can reuse proven answers. End users search and read articles; users with the right permissions create and edit articles in the Create / Edit Articles view, set who can see them, and can turn tickets into new articles. This page describes the main view and search, how publishing and visibility work, and how to convert tickets to articles.

The main view is the starting point when you open the knowledge base. A central search bar lets you enter keywords or choose a category from the dropdown to narrow the list. Below that, two columns show featured articles and the latest articles, each with title, date, and category so you can scan and open what you need. Users with permission to edit articles also get a button to create a new article and can filter the list to show items still in progress. Optionally you can include articles that are not in your own language.

Note: If a category was deleted, articles in that category remain visible only to users with permission to edit articles. The list "All Categories" then shows a separate entry to filter by the deleted category.

Users with permission to edit articles can pin articles. Pinned articles get their own column in the main view and appear first in search results. Pin articles that are used often so people see them as soon as they open the knowledge base.

Any user can mark articles as favorites. Those articles get a dedicated column and appear near the top of search results, so users can quickly return to solutions they use regularly.

The search field finds problems or solutions by keyword. You can narrow results by category and by publishing level using the keyword Publishing:, e.g. Publishing:Supporter. Results are sorted by relevance and grouped by category. You can expand an entry for a short preview or open it in a new window.

When you create or edit an article in the Create / Edit Articles view, you choose who can see it by setting its publishing level. New articles start as Work in progress until you publish them.

There are four publishing levels:

• Public: The article is visible to all users who have access to the knowledge base. Use this for solutions that apply to everyone, e.g., general how-to articles or company-wide FAQs.
• Location/Customer: The article is visible only to users who belong to a specific Location/Customer, or to users with permission to view all articles published to Location/Customer. You must select the Location/Customer when saving the article. Use this for solutions that are specific to a department, site, or customer.
• Supporter: The article is visible only to users who have permission to view articles at this level—typically support staff. Use this for internal procedures or draft solutions not yet ready for end users.
• Work in progress: The article is visible only to users who can edit articles. Use this while drafting or reviewing. New articles start in this state.

In the search field you can filter by publishing level using the keyword Publishing:, e.g., Publishing:Supporter or Publishing:Public. The search results section describes how search and filtering work.

Articles are stored per language. The interface shows articles in the user's language, or in all languages if that option is enabled. When multiple languages exist, the search area allows switching the display language.

Users can rate whether an article was helpful. Those ratings are visible to others and show how useful the content is.

Articles can be downloaded as PDF for use offline or to share outside the application.

Users with access to the knowledge base can turn the current ticket into an article. The ticket content, attachments, and category are copied into a new article so you can edit and publish it in the Create / Edit Articles view.