As the name implies, knowledge base repository is collection of data/articles that contains solutions to the common problems faced by support personnel while supporting the BizTalk environment(s). In a BizTalk environment, the errors and exceptions occur when something is not in the expected state. In these situations, BizTalk server will attach an error code to these errors. The user can see the error description for the problem, but most of the times the information is very basic and does not provide the much needed information for a support user. The user is forced to refer to multiple sources to better understand the problem. Once the solution is found for the problem, the traditional way of documenting the information was to create a SharePoint document or as a Wiki. The challenge with this approach is that when ever the problem happened again, the support person was not aware of the existing documentation and they had to start all over to see what the actual problem is.
BizTalk360 addresses this challenge by providing a self service knowledge base functionality using which the support people can create knowledge base articles for the issues they encounter on a day-to-day basis.
How does the BizTalk360 Knowledge Base Editor look like?
The BizTalk360 self service knowledge base offers a rich text editor where administrators can highlight key information, provide references to articles on the internet (MSDN articles, blogs, etc).
Who can create the Knowledge Base Articles?
In BizTalk360, by default, Super Users (Read User Access Policies to understand more on the user roles) have the privileges to create Knowledge Base articles. The super user can add KB articles for a particular error code/event id. The super users can grant access to normal users to be able to add and manage the KB articles.
What type of Knowledge Base Articles can be created?
In BizTalk360, we have identified four different areas KB articles can be created.
- Service Instance error codes
- Event Id's in the Advanced Event Viewer
- ESB Exception messages
- Throttling Data
Creating multiple Knowledge Base articles - Tagging
In real time environment, a single error code/event may occur in different scenarios. Multiple KB articles can be created for the same error code and tag them according to the error/event details. The tagging plays a key differentiator, displaying the appropriate KB article for the particular error code/event.