ITSM / Knowledge Base

Knowledge Base

Store runbooks, policies, and FAQs in an org-private library so WorkVie AI can surface the right answers when your team works service tickets and incidents.

Real-world scenario

Maya Chen · IT Manager at Bluewave Labs

Carlos keeps answering the same VPN reset questions from memory. Maya wants a single place for runbooks that WorkVie can search when anyone opens a related ticket.

Before you begin

  • ITSM license enabled (Growth plan or above for Knowledge Base)
  • Owner, admin, or manager role to create collections and upload documents

Overview

The ITSM Knowledge Base is your organization's private library of operational content: step-by-step runbooks, security policies, and FAQs. WorkVie AI searches these documents when an agent opens Ticket Assistant on a service ticket or incident. Content is indexed per organization and is separate from the public WorkVerge help center.

Open it from ITSM → Knowledge Base in the sidebar. You'll see collection cards, document counts, indexing status, and usage limits for your subscription tier.

For example

Collection Network & VPN · 4 documents · 3 indexed · Visibility: IT staff only · Default type: Runbook. Carlos uploads vpn-troubleshooting.md; status moves from Processing to Ready for AI within a few minutes.

How it works

  1. Maya organizes content into collections. Group related runbooks, e.g. VPN, onboarding hardware, SaaS access.
  2. Carlos uploads documents. PDF, DOCX, TXT, or Markdown files are stored and chunked for search.
  3. WorkVie indexes each file. Status shows pending, processing, or indexed. Failed uploads can be retried.
  4. Agents use Ticket Assistant on tickets. WorkVie matches the ticket to KB articles and, optionally, similar past resolutions.
  5. Resolved tickets can feed back. With past ticket memory enabled, closed incidents become similar-case hints for future work.

Not the same as Known Error Database

ITSM also has a Known Error Database (KEDB) for ITIL problem management. The Knowledge Base here is for AI-powered runbook search on live tickets, not formal known-error records.

Who can do what

  • Owners, admins, and managers can create collections, upload and delete documents, retry failed indexing, and toggle past ticket memory.
  • All IT staff with read access can browse collections, search documents, preview files, and use Ticket Assistant on tickets.
  • Collection visibility can be All members or IT staff only, controlling who sees content in AI answers.

Knowledge Base requires a Growth or higher ITSM plan. Starter tiers show the feature as locked. Document count, storage, and max file size depend on your subscription; check the usage card on the Knowledge Base home page.

AI must be enabled

Ticket Assistant and past ticket memory need WorkVie AI turned on in My Organization → AI Settings. You can still manage and preview KB documents when AI is off.

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