Knowledge Base

The Knowledge Base purpose is to provide requesters and solvers with a searchable database of best practices to resolve common issues. The Knowledge Base is a logically arranged database of articles (knowledge). Each article contains instructions to resolve a specific problem or an explanation of a certain phenomenon which can be considered an issue.
Articles are divided into sections. Each section should represent a certain topic, e.g. "Troubleshooting printer issues". Sections can be further divided into subsections, e.g. "Troubleshooting laser printer issues". A single article can appear in multiple sections.
Users can search for articles by browsing to the corresponding section first and searching the list of articles in that section afterwards. The second option is fulltext search in articles.

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