This article contains the following topics:
This article provides instructions on updating the ticket solution details and adding the solution to the knowledge base. |
A Knowledge Article is a record containing information for troubleshooting frequently occurring or previously reported incidents. A Knowledge Article also contains instructions for setting up or configuring an IT service. A Knowledge article can also contain news, solution details, and other information about a supported system or services.
As an analyst you can update the Cause and Resolution details of an issue before changing its status to Resolved. Updating the cause and resolution details ensures that all information related to an issue is maintained on the ticket form. You can also use existing solutions from the knowledge base or use solutions from recently resolved tickets.
Other users can access the knowledge article when all of the following conditions are satisfied:
You can view the Cause and Resolution details in the Solution section of the ticket.
You can search the knowledge base for solutions to a ticket in your queue.
Follow these steps:
You can use the Cause and Resolution of one ticket to resolve another ticket.
Follow these steps:
Note: The application administrator sets the value for the number of days that are elapsed because the ticket was resolved. The values can be set as 30 days, 90 days, 180 days, or 365 days.
A KB Analyst, KB Admin, or users from support groups can submit a ticket solution as a knowledge article. The administrator grants permissions to submit a ticket solution as a knowledge article. You can submit a ticket solution once the ticket is updated with the Cause and Resolution details.
Follow these steps:
Enter the Article Title, Symptom, Cause, Resolution, and other necessary information.
Note: The Set as Sticky Article option makes the article display at the top of the list of KB articles.
Click Save.
By default, the Add to Knowledgebase action is available only for the Incident and Problem tickets. The application administrator can make the Add to Knowledgebase action available to other ticket types too.