The KnowledgeBase (KBase) is an area of House-on-the-Hill in which problems with their solutions, Frequently Asked Questions and their answers, plus associated keywords can be stored.
The KnowledgeBase can therefore speed up problem resolution, as it is possible to search the KnowledgeBase when analysing issues to discover if the problem has been logged before, and if a solution or root cause has already been discovered.
Access the KnowledgeBase main window by selecting the icon seen below from the side-bar menu:
- How to create KnowledgeBase Articles
- Referencing the KnowledgeBase
- KnowledgeBase Forms
- Importing KnowledgeBase Data
- Exporting KnowledgeBase Data
Creating Articles from the KnowledgeBase Window
Clicking on the KnowledgeBase link in the side-bar menu displays the list of existing KnowledgeBase articles.
KnowledgeBase entries can be viewed by double clicking on them, or new entries can be created from scratch by clicking the “Add ” button.
Creating Articles from a Ticket
It is possible to create a KnowledgeBase item directly from a HotH ticket. Selecting the Add to KnowledgeBase box transfers the user to the Knowledge Management Entry form, with keyword, problem and solution text copied directly across.
A KnowledgeBase entry is then generated, with Keywords automatically entered based upon the Subject of the ticket. These can be added to and edited.
KnowledgeBase Article Form
Referencing the KnowledgeBase
It is also possible to reference the KnowledgeBase when interrogating a Ticket.
Use the KnowledgeBase link within the Ticket window to list records that relate to the Ticket’s problem.
The KnowledgeBase will automatically filter based upon keywords entered in the Subject field, and match them to those in existing KnowledgeBase entries.
Importing KnowledgeBase Data
When downloading data from any database software and populating HotH, the files to be imported must be flat files of comma-separated values (CSV).
How to Import the File
From the Dashboard, go to Import CSV File from :
Settings Cog > More Tools > Import CSV File.
Select the file to import and Click to Import.
If there are errors they will be listed. You need to review the errors. The error log is listed to the file suppdesk.err. If there are no errors you can navigate away.
Excel column headings are supplied below to assist. You do not need to supply data for every field, just enter those you need. (Though there are some validation rules, these are not documented here.)
Dates should be entered as DD/MM/YYYY for UK format and MM/DD/YYYY if US format is in use.
Exporting KnowledgeBase Data
You can export the current KnowledgeBase databases into a named file. The output records have same layout as the corresponding Import records. This is useful if you want to create an import file; create a ‘dummy’ record, populating the required fields with discernible text, such as REF in a reference field. The exported data can then be used as a template for the import layout.
How to Export the KnowledgeBase
To export data, show the KnowledgeBase records in the summary and filter the list as required.
Then navigate to the Summary Options tab located next to the Settings Cog and click on Export
The page will refresh with Summary Options menu being updated to include – [View]. Clicking [View] will download the exported data file directly to your computer.
Additionally, you can export via Settings Cog > More Tools > Export CSV File
In the Database Export page select the KnowledgeBase and click OK.
The page will refresh updated with an Export link which clicking will begin the download.
The default is export.txt on the HotH directory. If this file already exists, you must confirm to replace the existing file.
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