When you open a ticket in YouTrack, you also get access to the public articles in the knowledge base that the service provider has made available.
When you encounter issues or have questions about a product or service, look at the list of articles in the Knowledge Base section. This section may contain troubleshooting tips, frequently asked questions, information on collecting logs, detailed SLA descriptions, and more.
While you await a reply from a helpdesk agent, you might find a solution for your problem or an answer to your question in one of the articles. The helpdesk team may have to direct you to the knowledge base, so by checking it yourself, you may be able to resolve your issue more quickly. If you find a solution in the knowledge base before hearing back from an agent, you can update your ticket to let them know that the issue has been resolved.
To access the knowledge base, click the Knowledge Base link in the header. In the left panel, you will see the list of projects with articles that are accessible to you.
To browse existing articles, expand a project, and select an article from the list.
You can also search for articles by their attributes or by keywords. For more details, see Search for Articles.
If you have any questions or other feedback about an article, post a comment at the bottom of the page. The author of the article and the staff members who are subscribed to the article will see your comment and process it.
The comments you post are associated with your YouTrack profile, and everyone who has access to the article will see them.