Analysts

<< Service Management Help

Contents
Knowledge Management
End Users
Knowledge Dashboard
Analysts
Viewing List of Knowledge Records_KRs
Adding Knowledge Records (KRs)
Authorizing Knowledge Records (KRs)
Approving Knowledge Records (KRs)
Publishing Knowledge Records (KRs)
Administrators
Configuring Category
Configuring Classification
Configuring Knowledge Record Approvers
Configuring Reasons
Configuring External Websites
Configuring Custom Fields For Knowledge Management
Configuring Knowledge Management Module
Viewing Reports_KM
Feedback Report
Least Viewed KRs Report
KB Status Report

The Analysts are the single point of contact between End Users and the IT Service Management of the organization. They are the first contact in an organization for any and all IT questions.

You, as an Analyst, can perform the following actions in the Knowledge Management module:

Add KRs, see Adding Knowledge Records (KRs). You can also add KB using resolved Incidents, see Adding Knowledge Records Using Resolved Incidents)..
Authorize KRs, see Authorizer.
Approve KRs, see Approver.
Publish KRs, see Publisher.
View list of KRs, see Viewing List of Knowledge Records (KRs).
View the history details about a KR, see View Change History.