You can add a knowledge base article by going to Knowledge Base | New Article
You can also add knowledge base articles when you close an incident. put a checkmark next to New Article.
Each article is made up of one or more optional sections: Summary, Symptoms, Cause, Question, Answer, Solution, Workaround, Status, Additional Information and References.
You can use as many or as few sections as you like, use the sections that you think will best fit the situation you are describing in your article.
You can set the distribution of your article to decide who gets to see it.
Private is information that can only be viewed by Users and should never to be released to the public
Restricted is information that can only be viewed by Users but could be mentioned to the public if asked, for example: information about patch that is still in development
You can use BBCode formatting to improve the look of your article.