Retrieving a knowledge base item
On the Orders selection level, the Knowledge Base dialog box can be accessed:
• from within the Knowledge Base item field.
If you have already added an order to which you want to link a knowledge base item, or if you only want to check the knowledge base.
• by clicking Knowledge Base on the action panel.
If you have not added an order yet, but want to check the Knowledge Base, or add a new standard order that is linked to a knowledge base item, click the Knowledge Base icon in the action menu.
After linking a knowledge base item to your order, depending on your Order settings, the Knowledge Base texts may appear in the Comment field.
1. In the Knowledge Base dialog box, search for the relevant knowledge base item.
2. Enter keywords in the search field to search the knowledge base texts and filter out relevant knowledge base items via the search bar.
You can search through the text of a problem, symptom and/or solution, by entering one or multiple keywords in the search field, depending on the option(s) you have selected.
For more information on using the search options, refer to
Finding knowledge base items.
The words or word parts you have entered as keywords are highlighted in the texts of the symptoms, problems and/or solutions for the items found in the Knowledge Base.
3. Click Apply.