“Type” specific Forms can be presented for KnowledgeBase items, meaning that you no longer have to use the generic capture form but simply ask for the data that is needed in that circumstance, saving time and effort and ensuring that the correct data is recorded at the right time.
To make use of this feature your SupportDesk system must have the HouseForms Module, and the Self Service Portal if Forms are going to be presented to end users to capture their requirements.
All work on Forms must be carried out through the web UI. Prior to creating the physical form there should be planning to decide what the form is to be used for and how that may impact SupportDesk. Unless the form is to be used with existing SupportDesk fields then extra fields must be added through use of the “Data Dictionary-Extra Fields” function.
The form maintenance screens are accessed from Settings > Forms & Dashboards.
To access KnowledgeBase forms, select KnowledgeBase from the Form Type drop-down menu on the Forms & Dashboards page:
KnowledgeBase forms are used for building Forms that display and maintain information for the KB items.