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:

  1. Open the Knowledge Source Manager.
  2. Define general properties:
    1. Source: Select Business Object in the drop-down list.
    2. Business Object: Select the type of Business Object that you want to search.
    3. Name:

      Provide a display name to use within CSM (search this property in CSM Item Managers).

  3. 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.
  4. 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).
  5. 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.)
  6. Select Save or Save As.