Using the Knowledge Base

Guide Overview

This article is designed to provide requestors (students, faculty, staff) an overview of the following topics:

  • Accessing and browsing the knowledge base
  • Suggested article links in submitted tickets
  • Leaving feedback on articles

 

Guide Index

You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.

  1. Browsing the Knowledge Base
  2. Knowledge Base links in Submitted Tickets
  3. Leaving Feedback

 

Browsing the Knowledge Base

To minimize downtime for users, Incident IQ has a built-in knowledge base that can provide solutions to help you self-solve common technical issues. If you'd like to browse all solutions stored in the knowledge base, you can access the complete knowledge base through the top navigation bar on your Incident IQ dashboard.

Knowledge_Base_1.png

[Return to Index]

 

Knowledge Base links in Submitted Tickets

Sometimes after you submit a ticket you will see an orange box linking to a knowledge base article appear. This means that your district has identified a common possible solution for your particular problem submission. Clicking on Learn More will expand the article and read the attached solution.

Recommended_Solution.png

The attached knowledge base article will appear on the right. Use the attached information to help diagnose and solve your problem.

Knowledge_Base_3.5.png

[Return to Index]

 

Leaving Feedback

Once you've read the knowledge base solution, use the feedback tool to leave feedback on the recommended solution. Leaving feedback will help your IT staff create better, more relevant solutions to the problems you submit.

Submitting_KB_Feedback.png

[Return to Index]

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