You add, edit, duplicate, and delete Knowledge Base articles using the Administrator Console.
Users can search for articles by keyword, and sort by article ID, Title, Category, Platform, or Importance in the User Console. Users can also rate the helpfulness of Knowledge Base articles.
To insert Knowledge Base article text into Service Desk tickets, click the Find Related Articles link on ticket pages.
You can add, edit, and duplicate Knowledge Base articles. These articles are available to users in the User Console.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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Optional: In the Attachments section, click Add, then click Browse or Choose File to add an attachment. |
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TIP: To create a Knowledge Base article from the comments in a ticket, click Create KB article on the Ticket Detail page. |
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You can delete Knowledge Base articles to permanently remove them from the appliance.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
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1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
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