Knowledge Base

The Knowledge Base is an optional extension for the tickets editing dialog.

• The extension can be added by users with the Knowledge Base permission.
• Articles matching the ticket request are searched for and displayed in the Knowledge Base extension.
• Alternatively, articles can be found via search term in the extension.
• The found articles or the entire knowledge base can be opened.
• Each displayed article provides a button to copy the solution to the clipboard. The solution is copied as formatted text and can be pasted into a ticket reply or other fields during ticket processing.
• Only articles that the user has access to are taken into account for the search

Note: Copying to the clipboard requires a secure connection to the web interface (HTTPS).

Example: There are known issues during production process that can occur from time to time. This issue and its solution is well documented in the Knowledge Base, using distinctive and descriptive terms. The Knowledge Base entry is available for all users.
When another incident happens and an end user writes a new ticket using some of the keywords, the Knowledge Base article is found and displayed to the user. The user does not have to write the ticket anymore, since a solution is already available.

Searching for tickets in the Knowledge Base takes the subject and the request text of the currently opened ticket into account and matches each given word against the title, problem- and solution description of entries in the Knowledge Base.

The following rules apply for the fuzzy search:

• Single character words are ignored
• Words with less than four characters have to match in full
• Words with more than four characters match it starts with a word from the search term

Results of the search are prioritized by the amount of matches of searched words.