Open Knowledge base, then Service Desk. Articles are managed at /app/knowledgebase/articles. A new article starts at /app/knowledgebase/articles/new.
What you set
The list can be filtered to published or draft. This library is not the Trust Centre article list, and it is not the product help written by ISMSVision.
- Category. Chosen from the service desk category tree.
- Form template. The fields the article asks the author to complete.
- Status. Draft stays in the library. Published makes it available to readers.
- Show in Customer Portal. Only once the article is published. Leave it off to keep the article for service desk agents.