Knowledge Article Journals

You can access Knowledge Article (KA) Journals by selecting the Journals, History, and Comment tabs in the KA record.

Each Journal type has its own unique form. Journals are child records, so they are linked to and available from their parent records.

CSM provides the following KA Journal types:

  • Journal - Comment: Tracks user comments. For example, a user might add a comment to a KA.
  • Journal - Customer Request: Tracks customer requests on a KA in the CSM Portal.
  • Journal - History: Tracks important field changes. Tracked fields are configurable and are defined in the Business Object definition. For the specific One-Step™ Actions that automatically log Journal - History records for auditing, see Knowledge Article Workflow One-Step Actions.