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 and ADDITIONAL INFORMATION 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. 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:
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.
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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. |
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. |
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:
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| Click this icon to preview the multimedia content in new pop-up.
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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: Right-click on any one of the Service Catalog and select Set As Mandatory option to make the KR mandatory for selected Service Catalog. |
| Public Article | If selected, the knowledge record can shared with the Users who do not have the SummitAI application access. 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 |
Active | Indicates the status of the KR.
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You can provide the attribute responses and additional questions related to KR under the ADDITIONAL INFORMATION tab.
Figure: ADDITIONAL INFORMATION 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.
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.
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.
Figure: APPROVAL pop-up page
- Click
to view the Approver details.
Navigate through the tabs to view the details accordingly.
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. |
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.
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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. |
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.
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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.
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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:
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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:
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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).
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. |
Old Value | Displays the old value of the field. |
New Value | Displays the new value of the field. |