Viewing the Knowledge Base

The Knowledge Base component allows you to find the KB Articles that describes the known solutions for the Service Desk issues by using the following methods:

• Using the Advanced Search Tool

• Browsing the Knowledge Base

After you found an appropriate Article, you can view it in the read-only mode, for details, see Viewing KB Articles.

When you are viewing an Article in the read-only mode, you can relate the Article to the corresponding Service Desk Ticket (for details, see Relating KB Articles to tickets) as well as to any Alloy Navigator object.