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 searches 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, in single or bulk action. To open the actions list, select one or more list entries using the checkboxes 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.

Publish
From the drop-down list, choose whether or not the selected KB articles are published to the Self-Service Portal, and click Set.