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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:
- Knowledge article is in published state.
- Knowledge article is active.
- The user has permission to access the article.
You can view the Cause and Resolution details in the Solution section of the ticket.
Search for Solutions from Ticket
You can search the knowledge base for solutions to a ticket in your queue.
Follow these steps:
- Navigate to WORKSPACES, SERVICE DESK, Ticket Center, and open the desired ticket for editing.
- Click the light bulb icon near the Description field.
Note: The Search is not restricted based on KB article category. You can view solutions that are related to CIs, affected services, and organization on a ticket. You can also search for outage articles and FAQs.
Use Solution from Recently Resolved Tickets
You can use the Cause and Resolution of one ticket to resolve another ticket.
Follow these steps:
- Open the desired ticket and click the light bulb icon near the Description field.
- Select the Include Recently Resolved Tickets check box and search for the desired solution.
- Point at the solution, click the arrow button and select Use Solution.
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.
Submit Ticket Solution as Knowledge Article
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:
- Click Actions, Add to Knowledgebase on the updated ticket.
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.
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