Knowledge Lifecycle
The following diagram shows the typical process for a knowledge article:
Service Desk Analysts using Knowledge Management most likely create a new knowledge article from the incident they are working on.
- Users can also create knowledge articles from their email if email configuration supports creating knowledge articles.
- Users can also create knowledge articles from the Social BoardA place to post and view messages to other users. and business objects, such as incidents, problems, and changes.
- Knowledge articles can be created from certain events. A knowledge record can be created to log an event using the Issue and resolution template.
- Configuration items can be linked to knowledge articles from the CI tab.
- As with all business objects, documents, files, images, and URLs can be attached or referenced to each knowledge record. For example, copyright information or relevant legislation (such as SOX or ISO 20000). Some documents can be made searchable. See Attachments and URLs. See Attachment Types for a list of supported media formats.