ITSM / Knowledge Base

Manage Collections

Create collections, upload runbooks and policies, search your library, and configure whether WorkVie learns from resolved tickets.

Real-world scenario

Carlos Reyes · IT Admin at Bluewave Labs

Maya asked Carlos to centralize VPN troubleshooting steps before the next hiring wave. He creates a Network collection and uploads the team's existing Markdown runbook.

Before you begin

  • ITSM Knowledge Base enabled (Growth plan or above)
  • Owner, admin, or manager role
  • WorkVie AI enabled for past ticket memory

Overview

Collections are folders that group related documents. Each document is chunked and embedded so WorkVie can retrieve relevant passages when an agent asks Ticket Assistant about a ticket. Keep runbooks focused and up to date; stale or duplicate docs dilute search quality.

Create a collection

  1. 1

    Open Knowledge Base

    Go to ITSM → Knowledge Base. You'll see your collections, health stats, and usage limits at the top.

  2. 2

    Click New Collection

    Available to owners, admins, and managers. The modal explains that collections group documents so WorkVie can find them.

  3. 3

    Name and describe the collection

    Use a clear name your team will recognize, e.g. Network & VPN or SaaS Access. Add a short description for search and browsing.

  4. 4

    Set visibility

    Choose All members if every employee should see content in AI answers, or IT staff only to restrict to your service desk team.

  5. 5

    Pick a default document type

    Runbook (step-by-step fixes), Policy (rules and compliance), or FAQ (quick Q&A). You can override per upload later.

  6. 6

    Create the collection

    The new collection appears on the home page. Open it to upload your first document.

Sample collection

Name: Network & VPN
Description: VPN client setup, split tunneling, and common connectivity fixes for remote engineers.
Visibility: IT staff only
Default document type: Runbook

Upload documents

  1. 1

    Open a collection

    From the Knowledge Base home page, click a collection card or use the documents table on the collection detail page.

  2. 2

    Start an upload

    Click Upload on the collection page or use the upload action from the main Knowledge Base toolbar.

  3. 3

    Select a file

    Drag and drop or browse for PDF, DOCX, TXT, or Markdown. Stay within your plan's max file size (shown in the upload dialog).

  4. 4

    Wait for indexing

    Status progresses from pending to processing to indexed. The page refreshes while documents are processing. Large PDFs may take a few minutes.

  5. 5

    Preview or retry if needed

    Open a document to preview content. If indexing fails, use Retry to queue reindexing.

Accepted formats

PDF · DOCX · TXT · Markdown (.md) · Max file size per your plan (e.g. 10 MB on Growth)

Write for agents, not auditors

Runbooks work best with numbered steps, clear prerequisites, and links to internal tools. WorkVie cites the sections it retrieves, so headings help agents scan answers quickly.

Search the library

On the Knowledge Base home page, use Search collections and documents to filter by collection name, description, or filename. Results show how many collections and documents matched. Click a document to open the preview viewer in a new tab.

The health overview at the top summarizes total collections, documents, how many are indexed, and any still processing. Use this before a busy week to confirm critical runbooks are Ready for AI.

Past ticket memory

When enabled, WorkVie can surface summaries from resolved service tickets and incidents as Past resolutions in Ticket Assistant. This helps agents see how similar issues were fixed without digging through closed queues. Runbooks in your Knowledge Base always take priority over past ticket hints.

  1. 1

    Find Past ticket memory on the KB home page

    This banner appears below your collection list when you have manage access.

  2. 2

    Enable WorkVie AI if prompted

    Past ticket memory requires AI. Follow the link to My Organization → AI Settings if the toggle is disabled.

  3. 3

    Turn the switch on or off

    When on, WorkVie uses resolved incidents as similar-case hints alongside your runbooks. Runbooks stay the primary source.

Privacy and access

WorkVie only uses tickets the viewing agent is allowed to access. Sensitive fields are redacted before content is embedded. Past ticket memory does not train public AI models; responses are logged for quality inside your org.

Usage limits

Your subscription sets caps on document count, total storage, and maximum file size. The usage card on the Knowledge Base home page shows current consumption and remaining quota. Enterprise plans include higher limits; contact your account team if you routinely hit caps during indexing.

If you delete a document, storage is freed after the file and embeddings are removed. Retry indexing only counts as one document; it does not double your quota.

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