Service Desk

Knowledge Base

The SysAid Knowledge Base allows you to build a central repository of information that's useful for administrators and end users in finding shared solutions to common problems.

Note that the end user Knowledge Base is called the FAQ.

For general instructions for using list pages in SysAid, please go here.

Finding a Knowledge Base article

To find the KB article you're looking for, you can:

• Create a filter. You can filter by the Category, Sub Category, and Third Level Category of the KB article, and you can also filter by Last Updated By, and Published.
• Search for text. SysAid will search the Title, Question, Answer, and Keywords fields for your entered text. Note that the Keywords field is searched even if it doesn't appear in the list.

When you've located the desired KB article, click on it to view it.

Creating, and modifying Knowledge Base articles

Click to create a new Knowledge Base article. Click on the row of an existing article to view it and edit it. For more information about creating and editing KB articles, please go here.

Actions list

There are a number of actions you can perform using the actions list. To open the actions list, select one or more list entries using the tickboxes at the left end of each row. This opens the actions list:

Delete

Delete the selected KB articles.

Reset Counter

Reset the Views counter to 0 for the selected KB articles.

Export to community

SysAid allows you to share your Knowledge Base articles with other SysAiders around the world. Click Export to community to upload the selected articles to the SysAid Community (Knowledge Base forum) where other SysAiders can easily import them into their own SysAid Knowledge Bases. Note that you must configure community settings under Preferences --> My Settings --> My Community Settings (tab) before you can use this functionality.

Published

From the dropdown list, choose whether or not the selected KB articles are published to the End User Portal, and click Set.

Predefined list view

The Knowledge Base list includes the EndUser view. This predefined view controls the FAQ list available to end users from the End User Portal.

Import from community

SysAid allows you to download Knowledge Base articles written by other SysAiders by clicking . Make sure you take advantage of shared IT knowledge to help you better manage your own service desk!

 Download a Knowledge Base article directly to your SysAid

Note that you must configure community settings under Preferences --> My Settings --> My Community Settings (tab) before you can use this functionality.