Knowledge Base

The Knowledge Base is where your team's operational knowledge lives: how to do a thing, how to diagnose a symptom, what a known error is and what to do about it.

Two things make it more than a wiki:

• Articles come to the analyst. When a case is opened, Clowrk suggests the articles that fit it — the analyst does not have to know the article exists, or search for it.

• An article can carry commands. A troubleshooting article can hold the exact commands that fix the problem, and run them on the affected host from inside the case. See Automated Remediation.

In this section

Page	What it covers
Articles	Writing, reviewing, publishing and retiring articles
Automated Remediation	Attaching commands to an article and running them on a host

How an article reaches a case

There are three ways, and they are worth telling apart because they behave differently.

1. Someone attaches it. An analyst searches the Knowledge Base from the case and links the article. This is always available.

2. Clowrk suggests it. Open a case and the most relevant published articles appear in it, best match first. Suggestions are ranked, not filtered — a close-but-not-exact article still shows up, lower down.

3. A rule connects it. Someone has stated that "articles like this apply to events like that" — for example, this article applies to the Print Spooler service on Windows servers. A rule is the only route that can also carry commands. See Automated Remediation.

Only published articles are used

A draft is invisible to everything above. It will not be suggested, it will not be found by search, and no AI assistant will read it. That is deliberate — an article that is half-written is worse than no article when somebody is working an incident.

Requiring an article before a case can close

A service in the catalog can be configured to require Knowledge Base evidence. When it is, a case for that service cannot be finished until at least one published article is linked to it.

This is how a team stops losing what it learns: the knowledge is captured while the case is still open and the detail is still fresh, not in a retrospective nobody schedules.

Cases where your team is only consulted or informed — rather than responsible — are exempt. The requirement follows accountability, not participation.

Feedback

Anyone can mark an article as useful or not useful from the case. That signal feeds the ranking, so articles that repeatedly help move up and articles that repeatedly do not move down.

Feedback is per person per article — a second vote replaces the first rather than adding to it.