Analysts KM

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:

• View list of KRs, see Viewing List of Knowledge Records.
• View the history details about a KR, see Viewing Change History.
• Add KRs, see Adding Knowledge Records. You can also add KB using resolved Incidents, see Adding Knowledge Records Using Resolved Incidents).
• Updated KRs, see Updating Knowledge Record Details.
• Authorize KRs, see Authorizing Knowledge Records.
• Approve KRs, see Approving Knowledge Records.
• Publish KRs, see Publishing Knowledge Records (KR). 
• Import KRs, see Importing Knowledge Records.