Knowledgebase (The Unofficial SysAid Wiki)

Knowledgebase

Introduction

The Knowledgebase has two implementations the administrators & the end users and now you can share your wealth of knowledge with others via the SysAid community. Read more here - http://www.ilient.com/Sysforums/posts/list/0/50.page#6883

Major improvements are planned for V6 - watch this space

Knowledge base Common Questions

Can I add attachments//video tutorials etc ........ Not yet, but coming in V6. - http://www.ilient.com/Sysforums/posts/list/386.page#1431
Here are some workarounds
Method 1 (if you have access to the server) - http://www.ilient.com/Sysforums/posts/list/556.page
Method 2 (if you do not have access to the server) - You can create SR and attach image or file to it. When you select this image you get an url, which you can insert in the field. This is very useful, if you have not access to the root of sysaid catalog. - Taken from http://www.ilient.com/Sysforums/posts/list/392.page
Method 3 using file:// reference to your file
How do I delete knowledgebase items? (easily missed) - http://www.ilient.com/Sysforums/posts/list/538.page
Restricting KB articles to certain users - http://www.ilient.com/Sysforums/posts/list/505.page
Can unregistered users access the knowledgebase? - No, is the answer in short - http://www.ilient.com/Sysforums/posts/list/384.page

Known Issues

The administrators knowledgebase is not yet compatible with google chrome.

Feature Requests

Knowledge base Printing - http://www.ilient.com/Sysforums/posts/list/269.page & http://www.ilient.com/Sysforums/posts/list/1474.page#6646

Separate Knowledgebase Categories - http://www.ilient.com/Sysforums/posts/list/288.page#700

Facility to send a knowledgebase article via email to someone - http://www.ilient.com/Sysforums/posts/list/121.page#1935

Have a link directly to the knowledge base in the administrator portal. - http://www.ilient.com/Sysforums/posts/list/121.page

Have the ability to link a resolution in the knowledge base to a user ticket. - http://www.ilient.com/Sysforums/posts/list/121.page

Properly Manage who can see each category - http://www.ilient.com/Sysforums/posts/list/557.page#2259 planned for V6.

Knowledge base Creation/Modification history - http://www.ilient.com/Sysforums/posts/list/1263.page

Focus on the relevant KB items when searching from a SR. FR #2518 Planned for release 6.0 - http://www.ilient.com/Sysforums/posts/list/1175.page

Knowledge base- resizable colum widths instead of fixed - http://www.ilient.com/Sysforums/posts/list/0/1512.page

Add Attachment from SR to the KB Item FR #1109 - http://www.ilient.com/Sysforums/posts/list/0/1346.page#5986

Permission to Admins to Edit KB Items FR #873 - http://www.ilient.com/Sysforums/posts/list/0/1347.page#5987

Navigating from SR to KB Item FR #452 - http://www.ilient.com/Sysforums/posts/list/0/1348.page#5988

Printing KB Items and Sending them to a User FR #459 - http://www.ilient.com/Sysforums/posts/list/0/1349.page#5989

Deleting a KB Item you have created. FR #1897 - http://www.ilient.com/Sysforums/posts/list/0/1350.page#5990

Deleting Many KB Items at Once FR#2470 - http://www.ilient.com/Sysforums/posts/list/0/1351.page#5991

Highlighting Keywords in Search FR# 2476 - http://www.ilient.com/Sysforums/posts/list/0/1352.page#5992

Different FAQ Lists, According to Companies FR #412, FR #2506 - http://www.ilient.com/Sysforums/posts/list/0/1353.page#5996

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