Searching the Knowledge Base

 Objective

To demonstrate options for searching the knowledge base.

 Audience

• Students
• Faculty
• Staff

 Environment  

Kansas State University IT Service Portal (via browser)

 Procedure

All technicians can view all Knowledge Base articles regardless of an article's status or ownership. 

1. Go to support.ksu.edu and sign in.
2. On the top menu, click Knowledge Base.
3. Click Search. 
   
   
    
4. Choose your search criteria:
   • Search - Type your search terms. You can leave this blank if you are searching for articles by status only.
   • Category - Select a specific category if desired. You can either type your category or click the Search icon to display the list of categories.
   • Subcategories - Ignore. We don't have subcategories.
   • Owner - If you want to search by a specific group, type the group owner or click the Search icon to see a list of the group owners. Groups are owners, not individuals. 
   • Review Date - Typing a review date is helpful if you are wanting to search for articles that need to be reviewed within a certain period.
   • Status - By default, the status is approved. You can select the drop-down and choose other status options.
     
     
     
     Note: You can also choose a variety of states the article is in. Non Public articles are articles that have special permissions set. All other articles are public regardless of status.
     
     
      
   • Draft Status - Select desired draft status.
   • Created Date - If desired, type a created date.
    
5. To start your search, click the Search button.

Additional Options for Searching 

You can narrow down your search for an article using the filters on the menu bar.

• My Articles - a list of any articles you own with options for modifying the search. Note: this list does not contain articles owned by your Group(s). 
• My Favorites - all articles you have marked as a Favorite
• Articles Pending Review (editors only) - a list of all articles that have been submitted for approval with options for modifying the search. Articles whose Next Review date has arrived do NOT appear in this list.   
• Feedback - search options for viewing feedback that defaults to a list of articles you own (if any) filtered to show only those that have unaddressed feedback. You have several options for modifying the list criteria. 
  • Article
  • Left By
  • Owner
  • Helpful, Not Helpful, Both
  • Addressed, Not Addressed, Both
     
• Archived Articles - the Search options interface with a default status of Archived listing all articles that have been archived.