Knowledge base for service ticketing system

A computer-implemented method comprising:

• receiving a first search query and a first knowledge base parameter from a browser client, the first knowledge base parameter being associated with a first ticketing application and the first search query being based on a description of a problem entered in the first ticketing application;
• searching a search index to retrieve information about knowledge base articles that match the search query and the first knowledge base parameter;
• displaying the information for the knowledge base articles that match the search query and the first knowledge base parameter and displaying the first the knowledge base parameter;
• receiving a selection of a second knowledge base parameter associated with a second ticketing application;
• displaying the second knowledge base parameter in place of the first knowledge base parameter;
• receiving an indication to perform a search based on a second search query;
• searching the search index to retrieve information about knowledge base articles that match the second search query and the second knowledge base parameter;
• and
• displaying the information for knowledge base articles that match the second search query and the second knowledge base parameter.

A method of generating a graphical user interface on a display, the method comprising:

• retrieving information about articles in a knowledge base stored in memory, the information including a date that a current version of the article was created;
• displaying a recently updated articles table in the graphical user interface that shows information about at least two of the articles in the knowledge base ordered based on the dates that the current version of each article was created;
• identifying articles in the knowledge base that have been applied to a service ticket as recently used articles and for each recently used article, identifying the last date that the recently used article was applied to a service ticket;
• displaying a recently used articles table in the graphical user interface that shows information about at least two recently used articles ordered based on the last dates the articles were applied to a service ticket.