Zelfservice
Kennisbank beheren
Browse knowledge library · Organize knowledge library
Choose the task you want to carry out. Each procedure includes its prerequisites, steps and safeguards.
Voor wie
Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.
Taken
Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.
Browse knowledge library
Browse knowledge library.
Who can do this: Tenant administrator, Operator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- The current management route is ITSM → Knowledge Base, not an Configuration route.
- The portal only fetches articles with visibility public and status published.
- Management search checks titles, summaries and content; portal search also checks tags.
- View and helpfulness counters are convenience metrics and do not establish article accuracy.
- Go to ITSM → Knowledge Base.
- Use search plus Status, Category, and Difficulty filters to find existing articles.
- Check the portal KB page to confirm public published articles are searchable by title, content, and tags.
Expected outcome: The user has reviewed the result of browse knowledge library in the application.
Organize knowledge library
Organize knowledge library.
Who can do this: Tenant administrator, Operator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- The current management route is ITSM → Knowledge Base, not an Configuration route.
- The portal only fetches articles with visibility public and status published.
- At most five articles can be featured on the portal tile.
- A featured article needs tags and a selected Portal Tile Tag; keep that tag while the tile is enabled.
- Attachments can be added only after saving the article.
- Go to ITSM → Knowledge Base.
- Click Create Article to add a new article, or open an existing row to edit.
- Fill title, summary, content, category, subcategory, tags, difficulty, status, and visibility.
- For requester-facing content, set visibility to public and status to published.
- To feature an article on the portal home tile, add at least one tag, enable Show on Portal Tile, and choose one Portal Tile Tag.
- Save the article.
- For an existing article, use the Attachments tab to upload supporting documents with KB processing enabled.
Expected outcome: The user has reviewed the result of organize knowledge library in the application.
Aanbevolen werkwijze
- Schrijf in begrijpelijke taal voor de doelgroep.
- Archiveer verouderde kennis.
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