How to use Knowledge Base articles in Work Request

It is possible to have knowledgebase articles displayed and used from the Work Request page in Fortix.

This article explains how to create, activate collaboration and link a Knowledgebase article to a Project/ Work Request in Fortix.

This is an example where the Knowledge Base article is displayed within a work request.

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Navigate to the Knowledge Base page in your system.

Profile Fortix - Google Chrome

The Knowledge Base page opens with a list of current articles displayed on the right-hand side. On the left side is a Tree view of where articles are linked to.

Knowledge base - Profile Fortix - Google Chrome

To add a Knowledge Base article to a project, find the existing project in the KNOWLEDGE BASE Tree list view and click the Add New plus sign.

Knowledge base - Profile Fortix - Google Chrome

Complete the DOCUMENTATION PAGE details. Make sure the Document Name is a unique name.

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Tick the Visible To Customer if the customer should be able to see this document.

Tick the Dashboard Component to display the document as a dashboard component.

Click SAVE when done.

Profile Fortix - Google Chrome

To add additional team members to Collaborate on this document, click Add New in the COLLABORATE TEAM component.

Profile Fortix - Google Chrome

Tick all the boxes next to the users who need to be on the COLLABORATE TEAM. Click SAVE when done.

Profile Fortix - Google Chrome

Other related articles can be added in the RELATED ARTICLES component.

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To add a Work Request directly out of the Knowledge Base, click the More Menu and select Create Request.

Profile Fortix - Google Chrome

Complete the Work Request form. Note that the Knowledge Base article is already linked in the WR.

Work Requests - Profile Fortix - Google Chrome

Click SAVE when done.

Work Requests - Profile Fortix - Google Chrome

The Knowledge Base article has been added to the tree list view.

Knowledge base - Profile Fortix - Google Chrome

To ensure that the Knowledge Base article can be viewed in the Work Request form, open the Work Request page.

Work Requests List - Profile Fortix - Google Chrome

To change, Add or Delete components on the Work Request page, click the matrix menu icon and click Screen Layout.

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The SETUP form opens where the different components of the page can be added or changed. Ensure that the Knowledge Base Component is available.

Profile Fortix - Google Chrome

 If you have questions regarding this feature, drop us a line on support@fortix.systems.You can access more helpful articles here.