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Knowledge Management helps in building and maintaining a knowledge base of articles. The Knowledge Management capabilities can also be used to publish information in the form of announcements. For example, news or outages. The Ticket Center workspace displays the application announcements that are intended for you. Announcements include news or information that could impact different users or groups. For example, news about IT systems and service, information about any planned or scheduled outages. The application administrator manages permissions to create new announcements. To make an article available as an announcement, the Status must be Active and Approved.

Create Announcements

Follow these steps:

Navigate to WORKSPACES> Knowledge Management.
Click Actions, and then click Create New.
Enter the information about your outage or news. Using the Rich Text editor, you can specify the cause, symptom, and resolution for the outage or news.
Select News or Outage in the Article Category field, as required.
Add other necessary information and click Save.
Click Actions, Submit for Approval.
Note: You are required to approve the article to make it available to users.

View Announcements

To view the list of announcements, navigate to WORKSPACES> Ticket Center.

The Announcements section lists the top five most recently modified items. If there are more than five currently active announcements, the Show More link is displayed.

The announcement also includes information like the date of last modification and the contact who last modified the announcement. You can also view hyperlinks, images, colored fonts and indentation, numbered and bulleted lists, and videos associated with the content.

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