Analysts

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