About the Knowledge Base

The Knowledge Base (KB) is an online library for storing and retrieving useful information and reference materials, such as company policies, procedures, and forms; how-to guides; answers to Frequently Asked Questions (FAQs); and known solutions to common issues or problems.


 

Key Concepts & Capabilities

  • Custom Labeling allows system administrators to relabel the Knowledge Base feature within your Issuetrak site.

For example, it might be called the Resource Library or Documentation instead of Knowledge Base.

  • Anonymous KB Access, if activated, allows anyone to search Public KB Articles directly from the Issuetrak Login screen without logging in.
  • Public KB Articles are available to all users with Knowledge Base (KB) permissions.
  • Private KB Articles are available only to users with Private KB Article permissions.
  • Restricted KB Articles are available only to users with KB permissions that are members of specific Groups or Organizations.
  • KB Categories & Subcategories are used to organize various Articles into overall topics and subtopics. They can also be used to restrict various Articles to specific Groups or Organizations at the overall topic level rather than at the individual Article level.

 

Related Permissions

  • Knowledge Base is required to view the Knowledge Base and Public KB Articles from within your site.
  • Can view Private Knowledge Base articles is required to access Private KB Articles. It is also required to create, restrict or edit Private KB Articles if granted Can add, edit and delete Knowledge Base Articles.
  • Can add, edit and delete Knowledge Base Articles is required to create, restrict or edit KB Articles. Depending on your current System Defaults, Sys Admin may be required to delete KB Articles.
  • Can add, edit and delete Knowledge Base Categories and Subcategories; is required to create, restrict or edit KB Categories and Subcategories. Depending on your current System Defaults, Sys Admin may be required to delete KB Categories/Subcategories.
  • Sys Admin is required to activate or custom label the KB, or activate Anonymous KB Access. Depending on your current System Defaults, it may also be required to delete KB Articles, Categories, or Subcategories.

 

Activating the Knowledge Base

Steps:

  1. Go to Administration > System > System Settings > Features.
  2. Scroll down to the Knowledge Base section and check Use KB.

  1. (Optional) To relabel the Knowledge Base feature, enter a new Menu Label (e.g.Resource Library, Documentation, FAQs).
  2. (Optional) To allow Anonymous Access to your site’s Public KB Articles directly from the Login screen, check Allow anonymous search without requiring login (public items only).
  3. Click Update from the top or bottom of the screen.

A confirmation message will appear when this process is complete and the Knowledge Base (or its custom menu label) will now be displayed within your Home menu.


 

Managing Knowledge Base Articles

Searching the Knowledge Base

Always use a space or semicolon (;) to separate specific words or phrases within Quick Search or text-based criteria. Use quotation marks (“) before and after any exact series of characters or words that apply. To exclude search results that contain specific words or phrases, also add a dash or minus sign (-) before the value.

Steps:

  1. Select Knowledge Base from your Home menu. (Your site may use a different menu label for the Knowledge Base.)
  2. To search for a specific Article #, keyword or phrase, enter your criteria at the top of the Quick Search screen and click Go.
  3. To search for Articles based on a variety of criteria, select Search in the Knowledge Base submenu, enter your criteria and click Search at the bottom of the screen.

The KB article(s) matching your criteria will be displayed when the search is complete.
 


Creating Knowledge Base Articles

Additional options are available on KB Articles after they are saved (e.g. Attachments, Restrictions).                                                                   

Steps:

  1. Select Knowledge Base > List All > Add from your Home menu. (Your site may use a different label for the Knowledge Base.)

You can also create KB Articles directly from an Issue by selecting Create KB Article in its Issue Details submenu. For your convenience, the Issue’s Subject, #, Type, Description, Notes, and Solution will be copied into the Article – but you can also change or remove those values as needed.

  1. (Optional) If you want to limit access to this Article to users with Can view Private Knowledge Base Articles permissions only, check Private at the top of the Add Knowledge Base Article screen. (You must also have this permission to see this option.)
  2. Enter the Article’s Title (256 characters max).
  3. (Optional) Select the Article’s Category and Subcategory.
  4. (Optional) Enter any Tags (i.e. keywords or phrases) that might help users locate this Article. (Use a semicolon to separate multiple keywords or phrases.)
  5. (Optional) If you need to add Attachments, check Include Attachments. (The upload screen will open once the Article is saved.)
  6. Enter the Article’s content.
  7. Click Save.

A confirmation message will appear when this process is complete.


Editing Knowledge Base Articles

Steps:

  1. Select Knowledge Base from your Home menu (your site may use a different menu label for the Knowledge Base).
  2. Open the KB Article you want to update.
  3. Click Edit in the submenu on the left.
  4. Make your changes on the Edit Knowledge Base Article screen.
  5. Click Update.

A confirmation message will appear when this process is complete.


Deleting Knowledge Base Articles

Steps:

  1. Select Knowledge Base from your Home menu (your site may use a different menu label for the Knowledge Base).
  2. Open the KB Article you want to delete.
  3. Click Delete in the submenu on the left.
  4. Click OK to verify you want this item deleted.

A confirmation message will appear when this process is complete.


 

Managing Knowledge Base Catagories

Creating Knowledge Base Catagories

Additional options are available on KB Categories after they are saved (e.g. Restrictions, Subcategories).                                                      

Steps:

  1. Select Knowledge Base > Categories > Add from your Home menu (your site may use a different menu label for the Knowledge Base).
  2. Enter the Category’s name (50 characters max).
  3. (Optional) To display this name in a specific order within the KB Category list, enter a numeric Display Order.
  4. Click Save.

creatingKBCategories.png

A confirmation message will appear when this process is complete.


Editing Knowledge Base Catagories

Steps:

  1. Select Knowledge Base > Categories from your Home menu (your site may use a different menu label for the Knowledge Base).
  2. Click edit next to the appropriate Category in the Knowledge Base Category List.
  3. Make your changes on the Edit Knowledge Base Category screen.
  4. Click Update.

A confirmation message will appear when this process is complete.


Deleting Knowledge Base Catagories

Deleting a KB Category will remove its name and any related Restrictions from existing Articles.                                                                       

Steps:

  1. Select Knowledge Base > Categories from your Home menu. (Your site may use a different menu label for the Knowledge Base.)
  2. Click del next to the appropriate Category in the Knowledge Base Category List.
  3. Click OK to verify you want this item deleted.

A confirmation message will appear when this process is complete.