Knowledge Records

1.

From the Select Actions drop-down list, choose New Knowledge.

2.

If applicable, choose a template from Select Knowledge Model drop-down list.

3.

Complete the fields, referring to the information below.

4.

When all selections/entries are made, click Add.

Primary Details

Enter a Title, Description and Purpose of Article.

Record Details

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If no classification is selected, all application users can view the configured knowledge.

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If the Restricted option is selected, only the selected users selected in the Roles parameter can view the report.

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Draft: Initial state of a Knowledge model/ Knowledge. Enter the content for the article. Users with Admin/Knowledge Manager role can define the article workflow state.

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Review: It is the state to review completed article.

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Published: It is the stage of the Knowledge article is available and can be searched in the application.

A notification email is sent to all roles as per Role access of Knowledge and individual's email preferences for every update or state change of the article. Retired: If an article is no longer required, Knowledge Manager defines the state of Knowledge to Retried and it is no longer available in the application.

Associated Records

Displays any associated records for this record. Indicates the base from which Knowledge was created. For example, Knowledge is created after a Knowledge base submission gets approved. In that case, the Parent Base would display.

Article Details

Enter the details for this record, specify a link to the record, or upload an attachment

Related Records

To associate records with this article, do the following:

1.

In the main window, select a record.

2.

Click the Related Records tab.

3.

Select the records to associate such as CIs, Problems, Changes, etc.

4.

When all selections/entries are made, click Save.

Other Actions

a.

In the main window, click Trending Knowledge. The Trending Knowledge dialog box displays.

b.

Select the From and To dates to search.

c.

To view the trends for the past 24 hours, click the Current Trend (Last 24 hrs) button.

d.

Click Submit. The Knowledge Articles window opens, displaying a list of all articles matching the search criteria.

Not all functions include an option to edit record line items shown in the main window.

1.

Navigate to the window containing the record to edit.

2.

Click the line containing the record. The applicable window or dialog box displays.

3.

Make the necessary modifications.

4.

Click Save or Add, as applicable.

When editing an existing item, other options may be available, such as adding Tasks, Comments, and Attachments and viewing History.

The options change based upon the function; therefore, not every option may be shown.

Deleting is a permanent action and cannot be undone. Deleting may affect other functionality and information in the application such as data in configured reports, fields in windows, selectable options, etc. Therefore, be sure to understand the potential effects before making a deletion.

1.

Click the line that contains the item to delete.

2.

From the Select Actions drop-down list, choose Delete. If a confirmation message is displayed, take the appropriate action (for example, click OK or Continue).