When an editor determines a case is acceptable, the case is published into the knowledge base on the Author Server. That is, the case leaves workflow and becomes available for indexing and viewing. Since all editing takes place in the Author Server, we periodically copy all knowledge bases to the Consumer Server. This process is referred to as publishing the Knowledge Base. A resolution is another name for a case .
Cases provide all the information necessary to identify and resolve a problem.
A solution is a component of the case that provides the details for resolving the problem. Workflow is the process that cases follow to be published. Our workflow consists of five stages. Only users assigned to each stage can access or edit cases in that stage, though everyone's In Box shows what cases are currently in each stage. For details about the workflow process, see the Knowledge Base Workflow document.