Knowledge Base, Queries & Advice Requests — business view

1. Business Summary

Captures knowledge base articles per account, query workflows tied to tasks, and consultation requests for jobs and tasks.

2. Business Value

Reduces repeated questions, supports escalations, prevents knowledge silos.

3. Users / Stakeholders

PMs, vendors, reviewers, experts.

4. Workflows

• KB entries authored per account/topic.
• A query is raised on a task → assigned to PM/responsible → resolved → optionally promoted to a KB article.
• Advice requests for jobs/tasks → expert response.

5. Sub-Features

• KB by account.
• Query topics for categorisation.
• Job and task advice requests.

6. Business Rules

• Each query has a responsible person, a PM, and an answerer.
• Status is implicit (open if not answered).

7. Data Entities

Knowledge Basis, Query, Query Topic, Request For Job/Task Advice.

8. Entry Points

• Project module screens.

9. Inputs & Outputs

• Inputs: questions, attachments, expert responses.
• Outputs: KB entries, resolved queries.

10. Integrations

• Email notifications.

11. Calculations / Logic

• N/A.

12. Status Lifecycle

• Implicit open / answered / closed.

13. Permissions

• PMs, vendors, experts.

14. Reports & KPIs

• Open queries by PM/account, answer turnaround.

15. Risks & Observations

• Implicit statuses make analytics weaker.

16. Source Code Evidence

• app/Plugin/projects/Model/{KnowledgeBasis, Query, QueryTopic, RequestForJobAdvice, RequestForTaskAdvice}.php.