Define a Business Object Knowledge Source
Use a Business Object Knowledge Source to search a specific type of Business Object (Incident, Problem, etc.) as well as its children and attachments. When you define a Business Object Knowledge Source, you define:
- General properties: Type of Knowledge Source, associated Business Object, and display name.
- Items to Search: Scope of the search.
- Search Criteria: Search categories and options.
- Solution: Information that the solution uses and where the information is used.
Good to know:
- Searches that include child records and/or attachments run slower and return more results.
To define a Business Object Knowledge Source:
- Open the Knowledge Source Manager.
- Define general properties:
- Source: Select Business Object in the drop-down list.
- Business Object: Select the type of Business Object that you want to search.
Provide a display name to use within CSM (search this property in CSM Item Managers).
- Define items to search:
- Business Object: Searches all fields of the main Business Object record that have been added to the full-text index.
- Children: Searches all child records (example: journals) of the main Business Object.
- Attachments: Searches any documents that have been imported or attached to the main Business Object.
- Define search criteria:
- Categories: When a search is launched from a Business Object that has categorization (example: An Incident with a Network category and Performance subcategory), the categories are passed to the Knowledge Source.
- Allow user to ignore categories when searching
- Allow user to limit by
- Allow user to limit to final state: Select this check box to give the user the option to limit the search to only final (example: Closed) records.
This check box applies to lifecycles created using the Business Object Lifecycle Editor or records from legacy lifecycles.
- Additional search criteria: Use the Search Manager or the Custom Query Builder to further define your search criteria (example: Limit the search to Incidents that have already been resolved where the customer approved the solution).
- Define the solution:
- Solution field: The field that contains the details of the solution. When populating a field, creating a journal entry, etc., the text from this field is copied into the target field.
- Solution description field: The field that contains text displayed in the Knowledge Pane when a record is found. Typically, it contains a shorter description (or summary) of the solution.
- Solution can be put into:
- Field: Data from the solution field that can be placed in a field within the target object.
- Journal entry: A new journal entry can be created on the target object and the data from the solution field is used for the journal text.
- Attachment: The solution Business Object can be attached to the target object, and appears on the Attachment bar.
- Relationship: The solution Business Object can be added to an existing relationship on the target object (example: There is a relationship between Incidents and Problems. If a Problem is found, it can be added to that relationship.)
- Select Save or Save As.