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Setup Knowledge Base

The Knowledge Base desk, based on ITIL guidelines, serves as a repository of known errors and recommended solutions. The Search All feature in Service Desk lets you perform a single search to find matching text in any service desk ticket and any KB article.

Configuration

  1. Create the Desk - Click the Install Desk button for the Knowledge Base desk using Service Desk > Desk Templates.
  2. Assign Users to User Roles - Assign users requiring access to the Service Desk module to user roles—such as SD User or SD Admin—that use the Service Desk Administrators or Service Desk Technicians role type.
  3. Associate the Desk with User Roles - If users only need to have view-only access to KB articles that are in the Published stage, this step is not required for any user role. If you want non-service desk administrators to be able to create a new KB article and edit the KB article, but don't want those same users complete service desk administrator access, select or create a user role associated with the Service Desk Technicians role type. Then associate the knowledge base with the user role using Role Preferences or the Desk Definition > Access > Roles tab. Then assign users to that user role. The KB Admin user role can be used for this purpose. The KB Admin is already associated with the KnowledgeBase desk. You only need to remove the Service Desk Administrator roletype from the KB Admin user role.

    This step is not necessary for users assigned to user roles—such as SD Admin—that use the Service Desk Administrators role type.

  4. Create Knowledge Base Articles - See Knowledge Base for instructions on creating KB articles.

    Note: Without any further configuration, all users using non-administrator roles—such as SD User that use the Service Desk Technicians role type—can see any KnowledgeBase article set to the Published stage.

  5. Display Knowledge Base Articles in Live Connect - See Integrating Service Desk, Live Connect, and Portal Access for instructions on displaying KB articles in Live Connect and Portal Access.