Knowledge Base

The knowledge base (KB) stores structured knowledge in Markdown articles and links them with tickets.

Articles

Each article has:

Field	Description
title	Article title
slug	URL-friendly identifier (auto-generated)
content	Markdown content
category	Category (e.g. "Networking", "Guides")
tags	Array of tags for filtering
visibility	internal (agents only) or public (also customer portal)
status	draft, published, archived

Visibility

Internal (internal): Visible only to logged-in agents. Typical for: Escalation procedures, internal checklists, password policies.

Public (public): Also appears in the customer portal. Typical for: End-user guides, FAQ, known issues.

Ticket Linking

Articles can be linked to tickets:

• "Known Issue" → references all affected incidents
• "How-To" → linked to the change that requires the guide

Links appear:

• In the Knowledge Base tab of the ticket (all linked articles)
• In the article detail under linked_ticket_ids

Search

• Full-text search across title and category
• Filters: Status, visibility, category
• In the portal: only published, public articles

REST API

GET    /api/v1/kb/articles                    # List (filter, paginate, search)
POST   /api/v1/kb/articles                    # Create
GET    /api/v1/kb/articles/:id                # Detail with linked_ticket_ids
PUT    /api/v1/kb/articles/:id                # Update
DELETE /api/v1/kb/articles/:id                # Delete (+ links)
POST   /api/v1/kb/articles/:id/link/:ticketId # Link to ticket
DELETE /api/v1/kb/articles/:id/link/:ticketId # Remove link

Filter Parameters

GET /api/v1/kb/articles?q=exchange&status=published&visibility=public&category=Networking
GET /api/v1/kb/articles?linked_ticket_id=<uuid>  # Articles linked to ticket