Knowledge Base Listing, Search and Filter

The following are the actions that can be performed in the Knowledge Base list page:

Article Type	Description
All	This tab displays all Knowledge Base, which includes Articles, FAQs and Solutions.
Article	Displays all the articles in the system. Article is a reference document for general information.
FAQs	Displays all the Frequently Asked Questions.
Solution	Displays all the solutions that were created within a request to resolve a specific issue. Solutions are allocated an Assigned Request status, and can only be viewed by Users and Owners/Customers of the Item associated with the request. The solution tab also displays the Workaround and Backout procedures. Workarounds are created within an Incident or Problem, to provide a possible workaround for a specific request. Backout Procedures are created within Change Request as a fallback plan for withdrawing a change procedure.

Actions	Description
Managing Columns	The columns displayed in the Knowledge Base page can be rearranged, reordered and resized. To Rearrange the columns, drag and drop the column to the required position. To reorder the columns, click the column header. To resize the column width, position the cursor and hover over the column line so the cross becomes a double arrow, click, hold, and drag the mouse to increase or decrease the column width. To add or remove columns, click the icon, and then select the required field that should be displayed. Ensure that a minimum of 2 and maximum 15 columns can be selected. If you are adding or removing any columns, then the header filter will be cleared.
Row Actions	Each row in the Knowledge Base has its own set of actions. To view the actions, Click the kebab menu icon (vertical three dots). Following are some of the actions displayed: Archive In Development Pending Publication Publish Reset Rating Delete Export
Import or Export Data	Import or Export actions have different set of actions. To export the list, click the icon, and the in the pop-up, select the required columns that should exported to an Excel sheet. To import the data, you need to follow the template. Click the icon and download the template. In the template, update the required information and then upload the file. After uploading the file, you need to map the columns in the excel sheet with the corresponding fields.
Bulk Operations	Following are some of the bulk operations that can be performed on Knowledge Base. Select one or more than one Knowledge Base, and then perform any of the following action: Group: Select more than one KBs and click the icon to group. Ensure that the selected Knowledge Base is not part of other groups. Delete: Select the required KBs and then click the icon. To change the status of the KB, then select the required KB, click the icon, and then click the required option. The available options are Archive, In Development, Pending Publication and Publish.

Knowledge Base Filter

On the left-hand side of the Request page, the Filters panel is displayed. Using the options available in this panel, you can filter the unrelated data so that only the required data is displayed in the grid.

General Filters

This section of the filter includes the following options:

My Content: Select this check-box if you want to filter only the content that you (logged-in user) had created
Article Number: In this field, specify the KBA number.
Article Type: In this field, select the type of the KBA. The available options are Article, FAQs, Solution and Workaround.
Owner:In this field, specify the name of the KBA owner.
Status: In this field, select the status of the KBA.
Visibility: In this field, select the visibility of the KBA.

ITEM Filter

Item Category: In this field, select the category to which the KBA belongs.
Item Type/Item Number: In this field, specify the item number.

Date

Created Date: In this field, select a date range when the KBA was created.
Last Updated: In this field, select a date range when the KBA was last updated.
Last Review: In this field, select a date range when the KBA was last reviewed.
View Date: In this field, select a date range when the KBA was last viewed.

Following are some of the actions that can be performed in this Filters panel:

Apply Filters: After making the required modifications to the filter panel, click Apply to view the results.
Reset Filter: To reset the data displayed in the grid and clear the filter fields, click the icon.
Save Filter: After modifying the filters, if required, you can save the filter for future use. To save the filter, click the Save Filter button.
Load Saved Filters: To load or apply the saved filters, click the filter list panel, and then select the required filter.
Share Filter: To share the filter, click the share icon, and then select the required option in the displayed pop-up.

The available options are:
- No: Select this option to stop sharing the filters that was shared earlier.
- With Role: Select this option to share the filter with those who have same roles.
- With Team: Select this option to share the filter with your team.
Delete Filter: Click the Delete button to delete the filter.

Note: Only the custom filters can be shared and deleted.

Knowledge Base List, Search and Filter

Knowledge Bases List

Actions

Knowledge Base Search and Filter

Full Text Search

Column Header Level Search

Knowledge Base Filter

General Filters

ITEM Filter

Date