Knowledge base

A knowledge base is a collection of knowledge, i.e. articles in which requesters and solvers can find guides to common situations, problems or other useful information. To view the knowledge base, use the command in the main menu - Knowledge Base.

Each knowledge can be assigned to one or even multiple services simultaneously. It is then displayed to users in the application in the context of those services, e.g., to requesters in the service catalog, in the New ticket form, and also on the Ticket - Solving process tab. Knowledge that is not assigned to any service only appears on the Knowledge base page for Knowledge base root administators (and can be searched or edited by them only).

Knowledge permissions

Requesters can search and view only selected knowledge (see the Show to requesters option), that are assigned to their services. They can't create or modify any knowledge, nor can they see the knowledge of services in which they are not requesters.

Solution team members and exceptional service solvers can view, create and edit all knowledge in their service. Additionally, if they are members of the Knowledge base root administators group, they can also edit knowledge that is not assigned to any service.

Service readers cannot edit knowledge, but they can view all knowledge in a given service that is visible to members of the solution team.

Knowledge utilization statistics

See Analysis of Alvao WebApp traffic.

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