Step 1: Once the issue is resolved, click Close.
Step 2: Enter the reason (e.g., “Resolved”)
Step 3: Click Close
Step 4: Click Yes to generate a Knowledge Repository Article.
- This saves the ticket resolution as a reusable document and all the information within the ticket will be included.
- It can be accessed later for similar issues.
- If you choose No, the ticket will simply close without an article.
Step 5: Select the Category and Tag
- This step allows us to organize the Knowledge Article
Step 6: Review the Ticket details. You can add anything here simply by typing in the box and using the various tools in the header, similar to Word.
Step 7: Click Publish
- You can also save this as a draft. The article will be created but not published. This feature allows you to continue to edit this article before making is searchable in the Knowledge Repository.
- Once we click Publish, the article will be created and published. We can now refer to this article in the Browse Article area from the home page.
Step 8: Click Browse Articles from Home Page
Step 9: Enter the Article Name or any keywords and click Search
Step 10: Click the Article Name to review the details
