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 Details).
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 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.
Figure: NEW KNOWLEDGE RECORD page
Click SUBMIT. A new KR is created.
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 CycleStatus 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
Figure: GENERAL tab
The following table describes the fields under the GENERAL tab:
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.
Expiration 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 the KB
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.
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.
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.
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 to 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 (SRs) and Logging Service Requests for Users).
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.
Figure: RELATIONSHIP tab
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the NEW KNOWLEDGE RECORD page.
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.
Figure: APPROVAL pop-up page
Click to view the Approver details.
Navigate through the tabs to view the details accordingly.
Expand
title
Authorizer
FIGURE: 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
FIGURE: Approver tab
The following table describes the field in the Approver tab:
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
FIGURE: Publisher tab
The following table describes the fields in Publisher tab:
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.
Not Authorized
Select the option to set the status of the KR to Not Authorized.
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.
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.
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.
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
Important Record
Select this check box to mark the record as an important 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, you can associate a KR to a specific set of customers. To associate a KR to a set of customers, select the customers, you want to associate to a KR from the Available Customers list and click to move to the SelectedCustomers to list. To remove any customers from the Selected Customers to list, select the customers and click .
Locations
To control the access of KRs based on the location, you can associate a KR to a specific set of locations. To associate a KR to a set of locations, select the locations that you want to associate to a KR from the Available Locations list and click to move to the Selected Locations to list. To remove any locations from the Selected Locations list, select the locations and click .
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.
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).
Anchor
Change History
Change History
CHANGE 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.
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.
to view the Approver details.
