Adding and Editing Articles Via the Web Interface

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Adding a new Knowledge Base article from the Web interface can be done from the following places:

1. From the KB Articles tab, click the New Article link.
2. From the Ticket window, select Create New for Ticket > Knowledge Base Article.
 

Either method above will open a new Article window, where you can add the Title, Problem, Solution, Status, and Category, and set the Public Indication.
 

Speeding up articles creation
When creating the article from the Ticket window, the Ticket Description will automatically be copied into the article's Problem field, and the Ticket Resolution will automatically be copied into the article's Solution field.

 
 

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New Article Web window

 

Editing Existing Articles

 

To edit an existing article, go to the Knowledge Base tab, select the article, and click the Edit link. In this window you can edit the article and modify its text and properties.
 
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Edit Article Web window