Updating Knowledge Record Details

Owned by Enterprise IT
Apr 22, 2024

SummitAI Service Management Help

Knowledge Management

You can view the list of Knowledge Records (KRs) available in the Application.

Who can Update Knowledge Records?

Knowledge Record Authors, Authorizers, Approvers, and Publishers (see: Knowledge Management) can edit an existing Knowledge Record (See: Updating Knowledge Record Details) and also set the restrictions for the Knowledge Records (See: ACCESS tab in Adding Knowledge Records). 

Note:

The Knowledge Record Approvers and Publishers can edit the Knowledge Record if the Administrator provides edit access to the Authors and Publishers on the Knowledge Management TENANT configuration page, see Configuring Knowledge Management Module.

Even if the Administrator provides the edit access, the Approvers and Publishers can not edit the following fields of the Knowledge Record: Tenant, Workgroup, Owner, and Active.

Updating Knowledge Records

You can view a Knowledge Record and also update it. While updating a Knowledge Records, a new version of the Knowledge Record is created. You can also view the previous version of the Knowledge Record (See: Show Previous Version) and also revert few fields to the previous version (See: Revert To Previous Version).

To update Knowledge Records details:

  1. Select Knowledge > User > Knowledge Record List.
  2. On the KNOWLEDGE RECORD LIST page, you can view the list of KRs.
  3. Select a KB ID with Status as Published from the LIST on the KNOWLEDGE RECORD LIST page.


    Figure: KNOWLEDGE RECORD DETAILS page: Status: Published

  4. Change the Life Cycle Status from Operational to Maintenance and click SUBMIT to save the earlier version of a published record and generate a new version of the Knowledge Record. 


    Figure: KNOWLEDGE RECORD DETAILS page: Life Cycle Status: Maintenance

  5. Edit the information under GENERAL, ADDITIONAL INFORMATION, RELATIONSHIP and ACCESS tabs of the newly generated version of the Knowledge Record. For more information about the fields under these tabs, see Adding Knowledge Records.
  6. Click SUBMIT to save the changes. 
  7. Change the Life Cycle Status as Planning, Status as Authorized, and click SUBMIT. The Approval cycle of the Knowledge Record begins (See: Knowledge Management).

Note:

  • The KR needs to be approved and published so that it is available to the End Users or Analysts (See: Approving Knowledge Records and Publishing Knowledge Records).
  • You can restore the Question, Answer, Keywords, and Video URL fields to the previous version using the REVERT TO PREVIOUS VERSION option on the ACTIONS panel.

ACTIONS

This section describe the various icons on the ACTIONS panel of the KNOWLEDGE RECORD ID page.

SHOW LIST

Click SHOW LIST to view the LIST table showing all the Knowledge Records.

KNOWLEDGE RECORD LIST page
Figure: KNOWLEDGE RECORD LIST 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

Figure: APPROVAL pop-up page

Click  to view the Approver details.


Navigate through the tabs to view the details accordingly.

 Authorizer

Authorizer tab

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.

 Approver

Approver tab
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.

Date

Displays the date when the KR was approved.

Comments

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

 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.

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

FieldDescription

Approval Status

Select the status as Authorized.

Approval Remarks

Type in the remarks.

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.

The following table describes the fields on the APPROVAL pop-up page, when the selected status is Not Authorized:

FieldDescription

Approval Status

Select the status as Not Authorized.

Approval Remarks

Type in the remarks.

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 is 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.

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

FieldDescription

Approval Status

Select the status as Rejected.

Approval Remarks

Type in the remarks.

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 Published.

Approval Remarks

Type in the remarks.

 

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:

  • 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 of SummitAI Platform).


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.

 CHANGE HISTORY pop-up page

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.


SHOW PREVIOUS VERSION

Click SHOW PREVIOUS VERSION to view the view the previous version of the Knowledge Record on a pop-up page.


Figure: Previous Version pop-up page

REVERT TO PREVIOUS VERSION

You can restore the Question, Answer, Keywords, and Video URL fields to the previous version of the Knowledge Record using the REVERT TO PREVIOUS VERSION option.


Figure: Revert to Previous Version pop-up

FEEDBACK
Click the FEEDBACK icon to view the specific Knowledge Record Feedback provided by the End Users or Analysts. Feedback details, such as Rating, the user who provided the Feedback, the date and time of the Feedback, and user Remarks while providing the Feedback are displayed on the FEEDBACK pop-up page.


Figure: FEEDBACK pop-up page

COPY KNOWLEDGE RECORD 

You can copy the details of a specific Knowledge Record to a NEW KNOWLEDGE RECORD page using the COPY KNOWLEDGE RECORD icon. This helps the Analysts and End Users in saving time for replicating content while creating a new Knowledge Record.


Figure: NEW KNOWLEDGE RECORD page

Note:

Using the COPY KNOWLEDGE RECORD icon you can copy all the details of a specific Knowledge Record except the RELATIONSHIP tab details and Custom Attributes attachments.