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SummitAI Service Management Help

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You can add new Knowledge Records (KRs) to the Knowledge Base that are useful to the other Analysts and the End Users. After a KR is approved and published, the End Users or other Analysts can see the KR, which pops up as a suggestion to them if they come across similar issues. You can also create KRs using the resolved Incidents (see: Viewing and Updating Incident DetailsDetails of Incident Management).

To add new KRs:

Select Knowledge > User > New Knowledge Record.
On the NEW KNOWLEDGE RECORD page, select the Tenant and Workgroup for which you want to create the KR
. Specify the life cycle status and status from the respective lists
. Type in the details for the other required fields under the GENERAL
and ADDITIONAL INFORMATION
, ADDITIONAL INFORMATION, and ACCESS tab. Under the RELATIONSHIP tab, you can link the related Incidents, KRs, Problem Records (PRs), Service Requests (SRs), and so on. For more information about the fields under these tabs on the NEW KNOWLEDGE RECORD page, see Field Description.

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Figure: NEW KNOWLEDGE RECORD page
Click SUBMIT. A new KR is created. You can also click Save Draft if the KR is not complete and you want to continue to work on the KR later. You can view the list of KRs in Draft status by clicking SHOW LIST on the ACTIONS panel.

Note

title	Note:

The KR needs to be approved and published so that it is available to the End Users or Analysts.

Field Description

The following table describes the fields on the NEW KNOWLEDGE RECORD page:

Field	Description
Tenant	Lists the Tenant/Customer name. Select an option from the list. Note: Based on the organization's requirements, the Administrator configures the name of this field.
Workgroup	Lists the Workgroups under the selected Tenant. Select a Workgroup for the KR.
Life Cycle Status	Displays the Life Cycle Status values configured for a KR's life cycle. This value is displayed based on the KR life cycle stage. When the KR page is opened for creating a KR, you can see Life Cycle Status as None. The Life Cycle Status value is a read-only field. The value displayed in this field is based on the Status value.
Status	The Status is displayed based on the KR's progressive stage. When the KR page is opened for creating a KR, you can see the Status value as New. After the KR is created, you can see the Status value as Submitted. After the Workgroup Owner authorizes the KR, the Status is changed to Authorized. The Workgroup Owner can select the Status option as Not-Authorized to reject a KR. The Status displays the following options after the approval of KR by the configured Approver. For more information about configuring KR Approvers, see Configuring Knowledge Record Approvers. Approved: The KR Approver has approved the KR. Rejected: The KR Approver has rejected the KR. Published: The KR Approver has published the KR. Retired: This options is displayed only after the KR is retired and no more available to the End Users and Analysts.

Expand

title	GENERAL Tab

You can provide the general information about the KR under the GENERAL tab

GENERAL tab Image RemovedImage Added

Figure: GENERAL tabTab

The following table describes the fields under the GENERAL tab:

title

Users of Service Request Management.

Note: Right-click on any one of the Service Catalog and select Set As Mandatory option to make the KR mandatory for the selected Service Catalog.

Note:

If an Knowledge Article is marked as Public Article, the users can view the Knowledge Articles details on a new browser tab instead of pop-up by clicking the respective KR links

The Public Articles open up in a new tab on your browser instead of a pop-up page within the Application

Field

Description

Classification

Select a Classification to which you want to associate the KR. You can also click the Search icon to search for a Classification.

Category

Select a Category to which you want to associate the KR. You can also click the Search icon to search for a Category.

Owner

Type in the name of the Owner. The Owner can update the details of the KR added.

Expiry Date

Specify the expiry date for the KR that you are adding. Click the Calendar icon to select an appropriate expiry date for the KR. After the specified expiry date, the KR is not available to the End Users and Analysts.
KR expiry alert notifications are sent to the Workgroup Owners. If the Workgroup is not selected, you need to manually specify the Owner. If the Workgroup is selected, the configured Owner for the respective Workgroup is auto-populated.

Attachments

Specify the reference file path to add additional reference materials. You can also click Browse to choose an appropriate file to attach as a reference material for the KR.

Note: You can delete the Attachment only when the Life Cycle Status of the KB is Maintenance.

Reason for KR

Specify the reason for creating the KR.

Note: You can edit this field only when the Life Cycle Status of the KB is Maintenance.

Question

Specify a problem statement or query. When you are typing information in this text box, a validation takes place to ensure that no duplicate KRs are created in the Knowledge Base.

Video Iframe URL

Type in the video Iframe URL. Follow the listed down steps to copy the URL from iframe tag:

Use the site (example: YouTube) to find the video you want.
Click the Share button below the video.
Click the Embed button next to the link .
Copy the iframe source code given and paste it into the Video Iframe URL field of NEW KNOWLEDGE RECORD page.

Expand

title	Refer Screenshot

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Image Modified icon

Click this icon to preview the multimedia content in new pop-up.

Expand

title	See Screenshot

Preview pop-up Image Modified
Figure: Preview pop-up

Answer

Specify the solution details or resolution steps for the problem. You can use the various formatting options, such as font type, font color, font family, alignment, etc.

Keywords

Specify one or more comma separated keywords related to the KR. These keywords are used internally by the application to display the KR while the End User or Analyst is raising an Incident. If for an incident, the End User type in a problem statement in the Description text box and if that text is matching to a specific KR’s keywords, the respective KRs are displayed on the LOG NEW INCIDENT page.

Image

Upload an image for the KR.

Image Label

Specify a name for the uploaded image for the KR.

Add KR To Service Catalog

Select this check box to add the KR to the Service Catalogs. If selected, all the Service Catalogs are listed in the tree view. Select the check box corresponding to the Service Catalog for which you want to add the KR. While logging Service Requests under this Service Catalog, the users will find this KR (see: Logging Service Requests and Logging Service Requests for

Users).

Note

Self-Help Article

Select this check box to configure a Knowledge Record as Self-Help Article. This helps CINDE (see: SummitAI for ITSM Online Help) while fetching the Knowledge Records based on End Users' queries and displays the Self-Help articles on top of the list. This helps the End Users to resolve their queries by themselves. By default, the Self-Help Article check box is selected.

Public Article

If selected, the

knowledge record

Knowledge Record can be shared with the

Users

users who do not have access to the SummitAI application

access

.

Note

title

Version Number

Displays the version number of the knowledge record.

Active

Indicates the status of the KR.

If selected, the KR is available to be displayed in the KR list.
If not selected, the KR is not available to be displayed in the KR list.

Expand

title	ADDITIONAL INFORMATION Tab

You can provide the attribute responses and additional questions related to KR under the ADDITIONAL INFORMATION tab.

ADDITIONAL INFORMATION Tab
Figure: ADDITIONAL INFORMATION Tab

Expand

title	RELATIONSHIP Tab

You can link related Incidents, Problem Records (PRs), User Assets, CIs, Events, and so on, to the KR using the Link list under the RELATIONSHIP tab. You can also remove the relationships using the De-link button.

RELATIONSHIP tab Image RemovedImage Added

Figure: RELATIONSHIP tab

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the NEW KNOWLEDGE RECORD page.

SHOW LIST

Click SHOW LIST to display the KNOWLEDGE RECORD LIST page showing all the available KRs, see Viewing List of Knowledge Records. Click on KB ID to view KNOWLEDGE RECORD DETAILS page.

KNOWLEDGE RECORD DETAILS page Image Removed
Figure: KNOWLEDGE RECORD DETAILS page

APPROVAL

You can either view the Approver details by clicking the Approval Details icon. If you are the Approver, you can change the status of the KR.

APPROVAL pop-up page Image Removed

Figure: APPROVAL pop-up page

Click Image Removed to view the Approver details.

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Navigate through the tabs to view the details accordingly.

Tab

Approver tab Image Removed

FIGURE: Approver tab

The following table describes the field in the Approver tab:

Publisher tab Image Removed

FIGURE: Publisher tab

The following table describes the fields in Publisher tab:

Expand

title	AuthorizerACCESS Tab

Authorizer tab Image RemovedImage Added
FIGUREFigure: Authorizer tab

The following table explains the fields in the Authorizer tab:

Field

Description

Authorizer

Displays the name of the Authorizer.

Status

Displays the status of the KR (Approved, Rejected, or Refer Back).

Authorized Date

Displays the date when the KR was authorized.

Authorizer Log

Displays the remarks entered by the Authorizer.

Expand

title	Approver

Field

Description

Ref. Legislation Info.

Displays the country/location specific legislation info as part of the Knowledge Request updates.

Validate Inputs

Select the check boxes as required.

Compliance with Legislation
Intellectual property or existing records held
Copyright

Approver

Displays the name of the Approver who needs to approve the KR.

Status

Displays the status of approval. If you are one of the Approvers, select Approved, Rejected, or Refer Back to approve or reject the KR.

Comments

Displays the comments by the Approver. If you are the Approver, type in your comments.

Expand

title	Publisher

Field

Description

Approver

Displays the name of the Publisher

Status

Displays the status of the KR (Published or Refer Back)

Date

Displays the date when KR was published.

Comments

Displays the comments entered by the Publisher.

Select the required status in the Approval Status drop-down list and click SUBMIT to change the status of the KR accordingly. The following table describes the status available in the Approval Status drop-down list:

Status

Description

Authorized

Select the option to set the status of the KR to Authorized.

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Not Authorized

Select the option to set the status of the KR to Not Authorized.

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Approval Remarks field is mandatory when the status is selected as Not Authorized.

Approved

Select the option to set the status of the KR to Approved.

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For more information about the fields on the APPROVAL pop-up page, when the status is selected as Approved.

Field	Description
Approval Status	Select the status as Approved.
Approval Remarks	Type in the remarks.
Ref. Legislation Info.	Enter the country/location specific legislation info as part of the knowledge request updates.
Validate Inputs	Select the check boxes as required. Compliance with Legislation Intellectual property or existing records held Copyright

Rejected

Select the option to set the status of the KR to Rejected.

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Approval Remarks field is mandatory when the status is selected as Rejected.

Published

Select the option to set the status of the KR to Published.

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The following table describes the fields on the APPROVAL pop-up page, when the selected status is Published:

Field

Description

Approval Status

Select the status as Approved.

Approval Remarks

Type in the remarks.

Ref. Legislation Info.

Enter the country/location specific legislation info as part of the knowledge request updates.

Validate Inputs

Select the check boxes as required.

Compliance with Legislation
Intellectual property or existing records held
Copyright

ACCESS Tab

Field	Description
Important Record	Select this check box to mark the record as an important

knowledge record

Knowledge Record. For example: The record can be marked important because of the information that it carries.
Restricted to Analysts	Select the check box when you want the KR to be displayed only to the Analysts.
Customers	To control the access of KRs based on the

customers

Customers, you can associate a KR to a specific set of

customers

Customers.
To associate a KR to a set of

customers

Customers, select the

customers,

Customers you want to associate to a KR from the Available Customers list and click

Image Removed to

Image Addedto move to the Selected Customers to list.
To remove any

customers

Customers from the Selected Customers to list, select the

customers

Customers and

click

Image Removed

click Image Added.
Locations	To control the access of KRs based on the

location

Location, you can associate a KR to a specific set of

locations

Locations.
To associate a KR to a set of

locations

Locations, select the

locations

Locations that you want to associate to a KR from the Available Locations list and click

Image Removed to

Image Addedto move to the Selected Locations to list.
To remove any

locations

Locations from the Selected Locations list, select the

locations

Locations and

click

Image Removed

click Image Added.

Restricted to Distribution List

You can restrict the access of the KR to a group of users. Select the group name in the drop-down list. Once configure, only the users in the group can view the KRs.

Refer Back

Select the option to set the status of the KR to Refer Back.

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The following table describes the fields on the APPROVAL pop-up page when selected status is Refer Back:

Fields	Description
Approval Status	Select the status as Refer Back.
Refer Back To	Select the appropriate option to whom the KR has to be referred back.
Approval Remarks	Type in the remarks.

Note

title	Note:

If you are not an Approver, you can view the APPROVAL pop-up page in read-only mode.
You can also view the Pending for Approval KRs by clicking the APPROVALS icon on the home page (see: Alerts and Approvals).

AnchorChange HistoryChange HistoryCHANGE HISTORY

Click CHANGE HISTORY to view the various changes that have occurred on the KR. This information is useful to track the various changes made on the KR.

CHANGE HISTORY pop-up page Image Removed

Figure: CHANGE HISTORY pop-up page

The following table describes the fields on the CHANGE HISTORY pop-up page:

Field

Description

Column Name

Displays the name of the field on which the change is made.

Change Date

Displays the date when the change is made.

Changed By

Displays the name of the user who made the change.

Old Value

Displays the old value of the field.

New Value

Displays the new value of the field.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the NEW KNOWLEDGE RECORD page.

SHOW LIST

Click SHOW LIST to display the KNOWLEDGE RECORD LIST page showing all the available KRs (see:Viewing List of Knowledge Records).

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