Knowledge base

How confirmed resolutions become reusable knowledge-base articles that the system recommends automatically during execution.

Every confirmed resolution can be converted into a knowledge base article.

The Knowledge Base is part of the Operational Workflow, and the system uses it automatically.

Knowledge Lifecycle

flowchart TD
  A["Operational Issue"] --> B["Confirmed Root Cause"]
  B --> C["Verified Resolution"]
  C --> D["Knowledge Article"]
  D --> E["Recommendation"]
  E --> F["Reuse"]

Article Structure

Each article contains:

  • a description of the problem;
  • the canonical issue;
  • symptoms;
  • required checks;
  • the confirmed root cause;
  • the sequence of actions;
  • photographs;
  • links to documentation;
  • equipment versions;
  • applicability;
  • a change history.
Knowledge-base article page showing the problem description, symptom list, step-by-step solution, originating issue and success statistics. Knowledge-base article page showing the problem description, symptom list, step-by-step solution, originating issue and success statistics.
Knowledge-base article: symptoms, solution steps, origin and automatically computed success statistics

Automatic Recommendations

When an Issue is opened, the system automatically suggests:

  • similar cases;
  • previously confirmed resolutions;
  • manufacturer instructions;
  • internal regulations;
  • related articles.

The engineer always makes the final decision independently.

Knowledge Effectiveness

For each article, the system calculates:

  • the number of applications;
  • the success rate;
  • the average MTTR reduction;
  • the number of reuses;
  • the user rating.

This allows the organization to gradually build the most effective operational practice.

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