Knowledge Base

The Knowledge Base purpose is to provide requesters and solvers with a searchable database of best practices to resolve common issues. It is a set ofknowledge (articles) ordered by services. Each article contains instructions to resolve a specific problem or an explanation of a certain phenomenon which can be considered an issue.

The knowledge base can be displayed in SD Console under View – Knowledge base or in the SD WebApp main menu under Knowledge base. Both of these commands will take you to the Knowledge base page in SD WebApp. The page will be displayed in the read mode.

The list of knowledge which include the searched expression by searching for the expression entered into the search field. The entered expression is searched for in knowledge names, annotations and texts.

Knowledge Structured by Services

Every knowledge can be assigned to no, one or more services.
The given knowledge displays then to requesters in the services it is assigned into.
Knowledge not assigned to any service are not displayed in any service.

Knowledge Permissions

The requesters can see knowledge from all services they have SLA to and which are publicated for requesters at the same time. Requesters can only read the knowledge.
Solver team members and service extraordinary solvers can read, create and edit all the knowledge in their service. Knowledge not assigned to any service can be read and edited by solver team members and extraordinary solvers of all services.
The readers can see also the unpublished knowledge for the given service.

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