Knowledge Base Views
Knowledge Base views, or KB views, are a type of Web views used to openly publish specific information about certain issues. KB views act like Read-Only views only they are accessible by everybody. They can be designed to give customers and/or users such information as:
Frequently asked questions (FAQ)
Solutions to known problems
Project-related news
Example of a branded KB View.
Using Knowledge Base Views
To use Knowledge Base views:
In your browser, type or paste the KB view URL given to you by your HelpDesk administrator.
Type in a search word or phrase and click Go.
Find the article (issue) in the summary list.
Click an article in the summary list to open it and view its details.
To integrate a Knowledge Base view to your website:
Open the HTML file corresponding to the webpage in which you want the KB view link to appear.
At the proper location, type <A href="URL">LINK TEXT</A>, where URL is the address specified in the Web View Editor, and LINK TEXT is the text you want to appear as the link.
Browse to this webpage in your website and click on the new link to verify that it is functional.
Creating and Updating a Knowledge Base View
To create or update a Knowledge Base view:
Create a user account to be used as the KB view logon account (see Creating User Accounts).
Note:
The user specified in the Web View Editor must belong to a group who has access to the Ad-hoc Query feature.
Use the Web View Editor to create or update KB views (see Creating Web Views).
Set the proper username and password
for the KB view account by clicking
beside the View Type list.
Export to the view the desired fields to be displayed, including the Add To Knowledge Base field.
To change the list of articles (issues) published to a KB view:
Update the KB Query to filter the issues as desired (see About Queries).
To change the information (fields) displayed in a KB view’s summary list:
Update the KB Layout to include the desired fields (see About Layouts).
Update the KB Sort to have the summary list ordered the desired way (see About Sorts).
The Add to Knowledge Base Field
Knowledge Base views use their Project’s KB Query by default. This Query controls which articles (issues) are accessible through the KB view. The Add to Knowledge Base field helps define this Query and allows HelpDesk analysts to easily specify if an issue is to be accessible as a KB article. By default, the KB Query returns all the issues where this field is set to either Internal or Public.
The Add to Knowledge Base field is found in the Resolution tab of the HelpDesk view by default. You will have to use the Web View Editor to export this field to other Web views if needed. Please note that this field must be exported to KB views when it is used in the KB Query; the Query will fail otherwise.
Typically, you will set this field to "No" to prevent the opened issue from being published in the KB view, and set it to anything else to have it published.