SummitAI Service Management Help

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. 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.

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.
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. 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 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: Use the site (example: YouTube) to find the video you want. Click the Share button below the video. Click the Embed button next to the link . Copy the iframe source code given and paste it into the Video Iframe URL field of NEW KNOWLEDGE RECORD page. Refer Screenshot
icon	Click this icon to preview the multimedia content in new pop-up. See Screenshot Figure: Preview pop-up
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. 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.

ADDITIONAL INFORMATION Tab

You can provide the attribute responses and additional questions related to KR under the ADDITIONAL INFORMATION tab.

Figure: ADDITIONAL INFORMATION Tab

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.

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.

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.

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

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

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.

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 Selected Customers 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:

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.

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.