Creating a Knowledge Article
Creating a Knowledge Article
| 1. | Within the Service Desk Console, open the Knowledge workspace or select the Knowledge tab in a parent object. |
| 2. | Click New and then select a template from the drop-down list. |
- New Document
- New Error Message
- New Issue and Resolution
- New Patch
- New Q&A
- New Reference
A new knowledge form appears with the name of the template in its title and in a status of draft. (See Default Knowledge State Transitions for information about the different knowledge states.)
The following default tabs appear (results may vary depending on your system setup):
- Details: Continue to the next step.
- Activity History: See Activity History.
- Task: See Tasks.
- Approval: See Approving a Knowledge Article.
- Feedback: See Working with Knowledge Feedback.
- Related Articles: See Linking Related Articles to a Knowledge Article.
- Incident: To create or link an incident, see Working with Incidents.
- Problem: To create or link a problem, see Working with Problems.
- CI: To create or link a configuration item, see Working with CIs.
- Attachment: To attach a file or URL, see Attachments and URLs.
- Workflow Instance: See Workflow Instance.
- Audit History: See Accessing the Audit History.
- Related Posts: See Related Posts.
| 3. | Enter information into the fields under the Details tab. Ensure that a duplicate article does not exist by using related items search. (See Using Related Items.) |
--fields--
|
Article template |
Field name |
Field description |
|
Document |
Title |
Document title. |
|
Description |
Details or abstract of the document. Uses Standard Text Edit Options. |
|
|
Error Message |
Title |
Title of the error message. |
|
Description |
The text of the error message. A description of the error message, for example, the conditions under which the error message appears. Uses Standard Text Edit Options. |
|
|
Resolution |
A workaround or a description of how to resolve the error. |
|
|
Issue Resolution |
Title |
Title of the issue. |
|
Description |
A description of the conditions under which the issue is encountered. Uses Standard Text Edit Options. |
|
|
Resolution |
A workaround or resolution of the issue. |
|
|
Patch |
Patch name |
Title of the patch. |
|
Installation Instruction |
Steps on how to install the patch. |
|
|
Q&A |
How do I?/How can I? |
A frequently asked question. |
|
Answer |
The answer to the question. Uses Standard Text Edit Options. |
|
|
Reference |
Title |
Title of the reference article. |
|
Description |
Details or abstract of the article. Uses Standard Text Edit Options. |
|
| Common fields | Keywords | Contains keywords that other users can enter to search for the knowledge article from Self Service. Use commas to separate multiple keywords. |
| Add Searchable Document | A document to attach. This document is enabled for full text search. | |
| Collection | Determines the approval process of the knowledge article. Select the group from the drop-down list. | |
| Category | Category. Select from the drop-down list. | |
| Subcategory | Optional. Subcategory. Select from the drop-down list. | |
| Environment | The environment to which the knowledge article applies. | |
| Version | Version information. This is a free text field. | |
| Author |
The name of the author. Defaults to the logged-in user. You can select another name if you are not the author. |
|
|
Team Owner |
Assigns the article to another team and owner. The owner team is set to the team of the logged-in user, and the owner is set to the logged-in user. | |
|
Effective Date Expiration Date |
The date when the knowledge article goes into effect and the date in which the knowledge article should become obsolete.
|
|
| Reason for record to be held | Type a business reason if you need to defer publication of this article. |
Information in the Statistics section is driven from Self Service.
| 4. |
Click Save  from the toolbar.
|
- The knowledge article remains in draft status. While the knowledge article is in draft status, it can only be updated by the author, owner, or a Knowledge Manager.
- When you have finished working on the knowledge article, change the status to in review. At this time, the approval workflow begins.
Creating a Knowledge Article from Email
The ability to create knowledge articles from email depends on whether your administrator has configured the email configuration inbox for the knowledge business object. Your administrator provides templates to support the creation of each type of knowledge article from email.
To create knowledge articles from email, you must have a record in the employee form and you must send the email from the email address that is set up for you in the Primary Email field in your employee record.
| 1. | Create an email using the knowledge email template that matches the type of knowledge article that you want to create. To create multiple knowledge articles from a single email, use the record marker field value set up for the knowledge business object. |
| 2. | Send the email to the email address provided to you for logging knowledge articles in HEAT. The administrator configures the incoming server address from the Email Configuration form. |
| 3. | Click Send. |
- The knowledge article remains in draft status. While the knowledge article is in draft status, it can only be updated by the author, owner, or a Knowledge Manager.
- A notification email reply that the knowledge article is submitted is sent to the user.
Updating a Knowledge Article to In Review if You are Not a Knowledge Manager
A knowledge article remains in draft status until you update it to in review.
Only a Knowledge Manager can update the status directly from the Status field of a knowledge article. Follow this procedure to update an article to in review status if you are not a Knowledge Manager.
| 1. | Within the Service Desk Console, select the Knowledge tab of the parent object or open the Knowledge workspace. |
| 2. | Select and open the knowledge article. |
| 3. | Click Submit for Review on the toolbar. |
| 4. |
Click Save from the toolbar.
|
- The status changes to in review.
- The approval workflow starts.
- When the article is in the in review status, you cannot make any changes to the body of the article (unless you are a Knowledge Manager). However, you can update some information in the record.