Knowledge Base

How do I associate knowledge base articles to models, device categories, or issues?

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Knowledge base articles can be automatically recommended to users who submit a ticket, allowing for self-solving of incidents. To control when a knowledge base article is triggered, navigate to the article you wish to edit, and select Edit Article on the right. Scroll down to the Applies To section and select what models, device categories or issues this article …

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Why can’t I see an existing knowledge base category when creating or editing articles?

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There are two types of categories in the knowledge base: parent categories and subcategories. Parent categories cannot have knowledge base articles attached to them, while subcategories can. The image below shows an example of a parent category. Since the example above only has one parent category listed, a subcategory must be added before any articles can be created. When …

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Managing the Knowledge Base

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Guide Overview The following article is designed to give administrators and agents with the appropriate permissions an overview on the following topics: Using the knowledge base within Incident IQ Creating, editing, and deleting knowledge base categories and articles Linking articles in tickets based on their model, category, and issue type Guide Index You can use …

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Using the Knowledge Base

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Guide Overview This article is designed to provide requestors (students, faculty, staff) an overview of the following topics: Accessing and browsing the knowledge base Suggested article links in submitted tickets Leaving feedback on articles Guide Index You can use the following links below to quickly navigate to a specific section in this document. To quickly …

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