Support and Knowledge Base

Pandora ITSM allows the management of a Knowledge Base (KB). Its purpose is to keep useful information organized in articles that belong to a certain product, category, et cetera.

At the time of closing each incident, the possibility of adding the experience to the KB will be offered.

A filter and summary by category is presented where you can click on each item to display or, if the category has more than six items, click on a link to list all items in that category.

Each entry in the knowledge base can be viewed by clicking on its name. If the user has superadmin or KW or KM permissions on an assigned profile, can edit or delete each of them, as well as create new entries.

Categories are a way of classifying knowledge base articles for further filtering. The list of categories shows the associated icon, name, category it depends on (if it has a “Parent category”), its description, the number of articles assigned to that category and finally the option to delete it.

To edit a category, click on the category name. Category creation has the same interface as editing.

Another way to narrow down the classification of a knowledge base article is to refer to a specific product.

This section will show the list of these products together with their details: identifier, icon, name, description and the number of items assigned to that product.

You also have the option to delete products. For each line there is a delete button and to edit it, click on the product name. Product creation has the same editing interface.

The Knowledge Base section is accessible by all users who have the appropriate permissions in their profile, in order to further refine the access to the content, Pandora ITSM allows to manage the visibility of the KB articles by Product Type and Group.

In this section, group access to certain types of products may be listed.

Once the necessary categories and type of products are created, the articles that will make up the knowledge base may be created. Regarding the article list, you may create new articles.

Another way to create articles in the knowledge base is through ticket resolution. This relationship allows, for example, to save the resolution of a problem to check it later for new related cases that arise. Such recorded experience will even make it possible to avoid opening a new incident.

When a ticket changes its status to Closed, a dialog will be displayed, allowing to add the content of that ticket to the knowledge base. Selecting Add to KB will open the article creation form with the ticket data preloaded.

Back to Pandora ITSM Documentation Index