As an administrator or analyst, you can edit articles, or can add attachments, permissions, and relationships to the knowledge article. You can add relationships by relating CIs, Organizations, and Categorizations for CIs to a Knowledge article. You can view the options to edit and add attachments, permissions, and relationships only after creating a KB article. KB articles that are marked as News/FAQ category are visible as announcements in the Knowledge Management Workspace of analysts and end users. You can view the last modified date of the announcement and who last modified the announcement. Only active announcements are displayed in the Self-Service user interface.
Verify the following prerequisites before creating a KB article or announcement:
Follow these steps:
Specify the following details and click Save.
Article Title: Specify the name of the symptom.
Symptoms: Specify the characteristic of the issue. Using the rich text editor you can format the text as required.
Cause: Specify the cause of the symptom.
Resolution: Specify the resolution of the symptom.
Expires On: Specify the expiration date of the article. The Expires On field specifies the date and time the article is available to the users, once it is approved. On reaching the expiration date and time, the article becomes unavailable.
Article Owner: Specify the owner of the KB article.
Compliance Owner: Specify the compliance owner of the KB article. If you add any information that is related to compliance, use this field to assign the owner of that information.
In Compliance Review: Select Yes, if the article is in a compliance review.
Article Category: Stores the knowledge-base article content that comprises of troubleshooting information, for quicker resolution of support requests. For example, FAQs and news.
Categorization: Specify the CCTI(Class, Category, Type, Item) combination for which this solution was required.
Set as Sticky Article: Enables the solution article to stick to the top of a solution category. The allowed values are as follows - 0: Non-Sticky Solution, 1:Sticky Solution.
Note: When you select the Set as Sticky Article option, the articles are visible at the top of the list of KB articles in the Knowledge Management workspace.
Add Attachments: Use the Attachments section, and create an attachment, or use existing global attachments for the KB article. You can also use the drag and drop feature, which allows you to attach five files at a time.
Note: The application supports several file types, like compressed, executable, image, mail massage, office documents, portable documents, system/application logs, text, database, and web files. You can also use attachments to record relevant legislation information. Your articles can also include URLs to objects such as Configuration Items, Known Errors, Incidents, Problems, or Change Request tickets.The articles can also include URLs to additional information from event management systems, availability data, other external sources, or web sites.The application does not restrict the types of files that can be attached.
Using the rich text editor, you can add images or videos in the KB article. If you want to add an external image link, you must upload it to a website before embedding.
Follow these steps to add an image in the KB article.
The image is embedded in the KB article.
Using the rich text editor, you can add videos in the KB article. We have provided two scenarios about adding videos from YouTube and Vimeo:
The video is embedded in the KB article.
Click the Actions menu at the top of a knowledge article to view the additional actions that are available. These actions include:
Send mail: Sends an email notification to an individual or group of users. Select a communication template, add recipients list, update message body and Subject as required. Click Send to send notification.
Six of the OOTB communication templates are currently available for use. You may add new or update existing templates as required. Refer Create and Manage Communication Templates for more information. |
You can edit the article to change the ownership and ticket relationships of the article.
This video provides more information about using rich text editor, to explicate the cause, symptom, and resolution in a KB article.