---
title: "Edit Knowledge Base Article"
slug: "edit-knowledge-base-article"
description: "This page allows you to view and edit Knowledge Base articles.To create a new Knowledge Base article, fill out the following fields and then click OK/Apply."
updated: 2025-11-11T14:39:43Z
published: 2025-11-11T14:39:43Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Edit Knowledge Base Article

This page allows you to view and edit Knowledge Base articles.

If you make changes to this page, be sure to click **Save** to save them.

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/image-EZLIF2MQ.png)

## **Creating a new Knowledge Base article**

To create a new knowledge base article, navigate to **Knowledge Base**and click **+ Create new article.**

Fill out the following fields and then click **Save**. Fields with an asterisk (*) are mandatory:

**Article metadata**

In this section, you can configure the following:

**Article categories**: Select the main, sb-category, and third-level category for the article. These categories

**Article expiration date**: Set a date after which the information in the article will expire and will no longer be relevant. An expired article does not appear to end users in the End-User Portal. Administrators, however, can still see it.

You also have the **Publish in the Self-Service Portal**checkbox, which allows you to make the article available to your end users via the Self-Service Portal.

**Title** Enter an appropriate title for the knowledge base article. The title is a searchable field.

**Question** Enter the question for the KB article. Question is a searchable field, so be sure to use words that will help end users and administrators locate this article when they need it.

**Answer** Enter the answer to the article's question. Answer is a searchable field, so be sure to use words that will help end users and administrators locate this article when they need it.

**Attachments** Use the **Add** button to add any relevant attachments to this KB article. End users and administrators can then download them as needed.

> [!NOTE]
> Please note:
> 
> If you upload a video file larger than 23 MB, it will not be available for download.

### **Embed pictures into a Knowledge Base article**

As of version 15.3.1, you can simply drag and drop image files in the Knowledge Base editor. Alternatively, you can copy and paste images into the editor using the CTRL+V keyboard shortcut.

For earlier versions, you can embed images into the **Question** or **Answer** portions of a Knowledge Base article by clicking ![KBFAQFormfilesInsertimageInsertimage.jpg](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/KBFAQFormfilesInsertimageInsertimage.jpg). The process is different for images stored on the internet and images stored locally:

- **Internet images**: Enter the **Image URL** in the following format: **http://www.website.com/yourimage.xyz**
- **Local images**: Copy the image to the ...\SysAidServer\root\ directory on your SysAid server and for the **Image URL** simply enter the filename. If you would like to create a new folder, such as "Images" under ...\root\ to store your images in, enter the **Image URL** as
- **Images/yourimage.xyz**. Make sure to use a forward slash and not a backslash.

### **Knowledge Base views counter**

Each KB article shows you how many times it's been viewed. There is a corresponding report that shows you the number of views for all Knowledge Base articles, available in **Analytics > Overview > Reports** > **Highest values reports** > **Most Viewed Articles**.

You can reset the Views counter using the **Reset Counter** button.

### **Customizing the mobile FAQ form**

You may customize the way an FAQ article appears on a mobile device.

1. Click the design form icon ![SharedimagesDesignFormIcon7.jpg](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/SharedimagesDesignFormIcon.jpg) on the top right of the form. This opens the Design Form page.
2. From the **Tab** list, select the Mobile tab.
3. To choose which fields appear on the Mobile tab, follow the instructions found [here](/v1/docs/customize-forms).

The changes you've made are now reflected when viewing an FAQ article from a smartphone, whether from the SysAid Mobile App or from a smartphone web browser.