Difficulty: starter/ novice/ expert/ legend

Content

Learning Objectives

After reading this article, you’ll be able to:

Tell what the knowlegde base is used for
Create your own knowledge base items

Knowledge base

The Knowledge base is used to store structured information about any topic you like and can be viewed by all the users as a source of information.

The knowledge base can be used in relation to requests and/or problems, but can also be used as a stand-alone functionality.

The knowledge base can be found in two places in the menu structure:

Requests > Knowledge Base
ITIL > Knowledge Base

Here you can search for a item and read about it. Use the advanced search and/or the filters (on the left of the search bar) to create a more specific search query.

Next to these menuoptions, the knowledge base is also accessible via a tab after opening a Request or Problem (ITIL).

Creating Knowlegde base items

Creating Knowledge base items

To create a new item:

Navigate to the Knowledge base in the menu under the option “Requests.”
Press the button “Add Knowledge base item.”

It will open a new screen.

Per knowledge base item the following fields can be filled in:

Part of
It is possible to set a parent knowledge base item.
This makes it possible to create a hierarchy in the knowledge base that is also shown when searching the knowledge base
Subject
The subject of the knowledge base item
Text
The actual text of the item, explanation and/or details of the subject.
Documents
You can add documents to the item. You can do this by:
- Dragging and dropping the file in the document field at the bottom of the screen.
- Copying and pasting the file into the document field at the bottom of the screen.
- Using the “Select files” button.

Keywords
By setting keywords, all knowledge base items that have matching keywords are shown in the "Related knowledge base items" tab. This makes it easy to navigate to other relevant knowledge base items.

Viewing/ creating Knowledge base items on a request, problem, and problem type

Creating knowledge base items

Knowledge base items can also be created via:

the knowledge base tab on a request;
the knowledge base tab on a problem
directly on a problem type.

To create the items, simply follow the steps as described in the “Creating Knowledge base items” section of this article. Below more information and examples are given per option.

Via a problem type

Users with the required access can create knowledge base items on a problem type. This way the knowledge base items is linked to the problem type. When using the the problem type in request, the relevant knowledge base items will be shown to the user.

In the menu on the left, click Requests > Problem type schemes > open 'problemtree' > open the problem type > navigate to the 'Knowledge base tab.

Via a Request

Service desk employees can acces the knowledge base via a tab on a request. In this tab:

The knowledge base items that are linked to the selected problem type are shown;
The user can create new knowledge base items;
The entire knowledge base can be searched using the ‘search knowledge base' button.

When a new knowledge base item is created via this tab, the knowledge base item is automatically linked to the problem type that is set on the request.

Via the problem (ITIL)

Service desk employees can acces the knowledge base via a tab on a problem. In this tab:

The knowledge base items that are linked to the selected problem type are shown;
The user can create new knowledge base items.
The entire knowledge base can be searched using the ‘search knowledge base' button.

When a new knowledge base item is created via this tab, the knowledge base item is automatically linked to the problem type that is set on the problem.

Summary

Search