SapphireIMS has a Knowledge Base which is useful to IT personnel and end users alike. From the context of a record, you can add an entry to the Knowledge Base with details of the incident or problem, the resolution and the root cause. As the knowledge base builds up, this is useful to IT engineers who can reference it to know if a similar issue had occurred earlier and if so what was the resolution. Over a period of time as the knowledge base grows and becomes enriched it helps IT engineers to resolve issues faster. It can also help end users by encouraging self-service and thereby reducing the burden on IT. Apart from entries related to an incident or problem, the Knowledge Base can have entries which are informational.
Every knowledge base addition goes through a workflow which involves review and approval before it gets published. This topic describes how to add an entry into the Knowledge Base.
Note: Service desk
end users do not have the privilege to add Knowledge Base entries. Only
SapphireIMS users with KB Manager role allocation have this privilege.