Adding Knowledge Records

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment
7 min read

SummitAI Service Management Help

Knowledge Management

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 of Incident Management).

To add new KRs:

  1. Select Knowledge > User > New Knowledge Record.

  2. On the NEW KNOWLEDGE RECORD page, select the Tenant and Workgroup for which you want to create the KR. Type in the details for the other required fields under the GENERAL, ADDITIONAL INFORMATION, and ACCESS tab. For more information about the fields under these tabs on the NEW KNOWLEDGE RECORD page, see Field Description.


    Figure: NEW KNOWLEDGE RECORD page

  3. Click SUBMIT. A new KR is created.

    Note:

    The KR needs to be authorized, approved and published so that it is available to the End Users or Analysts.

To save KR as Draft:

  1. Follow Step 1 and Step 2 of To add new KRs.
  2. Click SAVE DRAFT to save the Knowledge Record in Draft status. You can also edit or update the existing information of KR in Draft status later.

  3. You can view the list of KRs in Draft status by clicking SHOW LIST on the ACTIONS panel.

    Note:

    You can also send the Knowledge Records in Draft status for review to the reviewers before submitting the KR for authorization.

     To send KR for Review
    1. Open a Draft KR.
    2. On the ACTIONS panel, click REVIEW.



    3. Select Open For Review check box.
      1. Specify the Review End Date and Reviewers.
    4. Click SAVE DRAFT.

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:

  1. Use the site (example:  YouTube) to find the video you want.
  2. Click the Share button below the video.
  3. Click the Embed button next to the link .
  4. 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

Preview pop-up
Figure: Preview pop-up


Answer

Specify the solution details or resolution steps for the problem. This field is a Rich Text Editor, which allows the user to do various formatting, such as font and size, text color, background color, alignment, indent, 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 of Service Request Management.


Note: Right-click on any one of the Service Catalog and select Set As Mandatory option to make the KR mandatory for the selected Service Catalog.

Self-Help Article

Select this check box  to configure a Knowledge Record as Self-Help Article. This helps CINDE (see: SummitAI for ITSM Online Help) while fetching the Knowledge Records based on End Users' queries and displays the Self-Help articles on top of the list. This helps the End Users to resolve their queries by themselves. By default, the Self-Help Article check box is selected.

Public Article

If selected, the Knowledge Record can be shared with the users who do not have access to the SummitAI application.

Note: The Public Articles open up in a new tab on your browser instead of a pop-up page within the Application

Version Number

Displays the version number of the knowledge record.

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.

ADDITIONAL INFORMATION Tab
Figure: ADDITIONAL INFORMATION Tab

 RELATIONSHIP Tab

You can link related Incidents, Change Records, Problem Records, CIs, Service Requests, 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.

RELATIONSHIP Tab

Figure: RELATIONSHIP Tab

 ACCESS Tab


Figure: ACCESS Tab

Field

Description

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 Specific Locations option from Locations drop-down list. Search and Select the required locations.



  • To associate a KR to all Locations, Select All Locations option from Locations drop-down list.
Restricted to Distribution List

Select the check box and group from the drop-down list to restrict the KB for selected user group.


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).