Use the Knowledge Base

The Knowledge Base is an internal documentation hub for IT teams to document solutions, standard procedures, and troubleshooting guides. Articles support rich-text formatting, images, and various file types.

To create, edit, delete, and update articles, you need the Manage Knowledge Base Articles permission. Users with the View Knowledge Base Articles permission can browse and read published articles based on their assigned asset type and request type.

Before adding documents, an administrator should add article type categories.

View Knowledge Base articles

If you have read-only access to the Knowledge Base, you can search for and read published articles. The articles you see are filtered based on the assigned asset type and request type restrictions for your role.

To search for or view an article:

1. Select Knowledge Base. The Knowledge Base articles page appears.
   
    
2. To search by article name, type it in the Search field and press Enter or click .
3. To view an article, click its name in the Article column.

Manage Knowledge Base articles

To create a new article:

1. Select Knowledge Base. The Knowledge Base articles page appears. 
   
2. Click + Create New. 
   
3. Enter a unique Article Name.
4. From the Article type drop-down, select the applicable category.
5. From the Article status drop-down, select Draft or Published.
6. To limit which users can see an article based on their role, select the associated Asset type and Request type.
7. If the Request category section appears after you select a request type, select the applicable categories.
   

8. In the Description field, provide background information or step-by-step procedures. 

   Note: You can add hyperlinks and images, and format text with bold, italics, underline, strikethrough, and ordered or unordered lists.

9. To add images or PDF, DOC, DOCX, or TXT files, click Upload Files. Select the file(s), and click Open. 

   Note: There is no maximum file size.

10. Click Save.

To edit or delete an article:

1. Select Knowledge Base. The Knowledge Base articles page appears.
   
2. Do any of the following: 
   • To edit an article, click . Make applicable changes, and then click Save.
   • To delete an article, click . On the pop-up confirmation message, click Yes, delete.
3. Click Save.