Navigation:  Helpdesk > Knowledge base > Working with articles

Version 1.0.0

Articles can be created in two different ways.

 

Create article from ticket

To create an article from a ticket, open a ticket or save a recently create ticket  andclick on Create KB article in the right-hand bar of the open ticket. This opens a wizard to help you create the article. For more detailed information, see section Create KB article.

 

Create articles directly

To create an article directly in the Knowledge Base, select a folder in which you want to create the article and click on the Add Knowledge base articles icon. A new vertical tab at the left-hand side of the window will then open. In this input mask, you can insert all the information for a new article.

 

 

Enter a distinctive title and various search keywords, which can be separated by any character. The ID will be generated automatically and cannot be entered or changed. First enter a clearly defined question in the large fields and then enter the appropriate answer.

 

In the bottom area, you can add attachments to the article by clicking Add attachment and selecting a specific file. This file will be integrated into the article and in the ACMP.

 

With the Edit attachment icon, you can open - if the attachment is selected - a window in which you can write a comment or save or view the attachment locally.

 

 

With the Delete attachment icon, you can delete a previously selected attachment.

 

Now save your article by clicking the corresponding icon in the quick access toolbar. You can now find this article in the overview, in the folder which you selected before creating the article. You can also move this article also later to another folder with drag & drop.

 

Edit article

To edit an article, open the article via the overview, by selecting the desired article and clicking the Edit Knowledge Base article icon or by double-clicking the article. The article will then pop up in a vertical tab on the left margin in the same format as for creating a new article. However, it will open in non-edit mode, with all available data already populating the matching fields.

 

Edit article

 

Attachments can be viewed without problems even in the non-edit mode. For changes, click the Change to edit mode icon. All fields are now editable and can be handled as in creating a new article (see Create an article in the Knowledge Base). After completing the changes, save the article again by clicking the corresponding icon in the quick access toolbar.

 

To edit a file from the attachment, open it with a double click or via the context menu. The file will now open automatically with the assigned program, and you can make changes as required. If you have made all changes, save and close the file. It may happen that certain programs already make changes when you open the file. If this is the case, the ACMP Console will caution you to save the new version of the file when you close the article.

 

Delete article

To delete an article from the Knowledge Base, select it and click the Delete Knowledge Base article icon. After confirming the confirmation prompt, the article will be deleted.