Adding a knowledge base item
Knowledge base items are property set dependent. This means that if you add a knowledge base item while working in one property set and then add the same knowledge base item while working in another property set, modifying or deleting the knowledge base item from within one property set will have no effect on the knowledge base item in the other property set.
To add a Knowledge base item
Procedure
1. Go to > .
The elements section displays the existing Knowledge base items.
2. From the action menu, select Add.
3. Complete the fields in the data panel.
For more information on the available fields, refer to Knowledge base item fields.
4. Save your Knowledge base item data.
Immediately after saving a Knowledge base item, all text you have entered in the Symptom, Problem and Solution fields is indexed and saved, which means the Knowledge base item immediately becomes available to other users.
If you have the required authorization, you can specify which key words should be excluded when indexing. For more information, see Adding excluded key words.
 | If you delete multiple Knowledge base items from the database, you are recommended to manually re-index the Knowledge base to prevent performance problems. You can do so by clicking the Re-index Knowledge base icon on the toolbar. |
On the Knowledge base items selection step, you can enter the data for a Knowledge base item.
For a description of these fields, refer to Knowledge base item fields.