Service Manager
This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.To view the help for the latest version of Service Manager, click here
Creating a Knowledge Article
•Creating a Knowledge Article from an Email
Creating a Knowledge Article
1.Log into the Service Desk Console.
2.Open the Knowledge workspace or select the Knowledge tab in a parent business object.
3.Click New and then select a template from the drop-down list.
•New Document
•New Error Message
•New Issue and Resolution
•New Patch
•New Q&A
•New Reference
The system displays a new knowledge form with the name of the template in its title and in a status of draft. (See Knowledge State Transitions Reference for information about the different knowledge states.)
The following default tabs appear (results may vary depending on your system setup):
•Details: Continue to the next step.
•Activity History: See About Activity History.
•Task: See Working with Tasks.
•Approval: See Approving a Knowledge Article.
•Feedback: See Working with Knowledge Feedback.
•Related Articles: See Linking Related Articles to a Knowledge Article.
•Incident: To create or link an incident, see Viewing an Incident.
•Problem: To create or link a problem, see Working with Problems.
•CI: To create or link a configuration item, see About Creating a Configuration Item.
•Attachment: To attach a file or URL, see Working With Attachments and URLs.
•Workflow Instance: See Working with Workflow Instances.
•Audit History
•Related Posts: See About the Related Posts Tab.
4.Enter information into the fields under the Details tab. Ensure that a duplicate article does not exist by using related items search. (See Using Related Items and Object Matching.)
|
Article Template |
Field Name |
Field Description |
|
Document |
Title |
Document title. |
|
Description |
Details or abstract of the document. |
|
|
Error Message |
Title |
Title of the error message. |
|
Description |
The text of the error message. A description of the error message, for example, the conditions under which the error message appears. |
|
|
Resolution |
A workaround or a description of how to resolve the error. |
|
|
Issue Resolution |
Title |
Title of the issue. |
|
Description |
A description of the conditions under which the issue is encountered. |
|
|
Resolution |
A workaround or resolution of the issue. |
|
|
Patch |
Patch name |
Title of the patch. |
|
Installation Instruction |
Steps on how to install the patch. |
|
|
Q&A |
How do I?/How can I? |
A frequently asked question. |
|
Answer |
The answer to the question. |
|
|
Reference |
Title |
Title of the reference article. |
|
Description |
Details or abstract of the article. |
|
| Common fields | Keywords | Contains keywords that other users can enter to search for the knowledge article in the Self-Service Portal. Use commas to separate multiple keywords. |
| Add Searchable Document | A document to attach. This document is enabled for full-text search. | |
| Collection | Determines the approval process of the knowledge article. Select the group from the drop-down list. | |
| Category | Category. Select from the drop-down list. | |
| Subcategory | Optional. Subcategory. Select from the drop-down list. | |
| Environment | The environment to which the knowledge article applies. | |
| Version | Version information. This is a free text field. | |
| Author |
The name of the author. Defaults to the logged-in user. You can select another name if you are not the author. |
|
|
Owner Team |
Assigns the article to another team. The owner team is set to the team of the logged-in user. | |
| Owner | Assigns the article to another owner. The owner is set to the logged-in user. | |
|
Effective Date Expiration Date |
The date when the knowledge article goes into effect and the date in which the knowledge article should become obsolete. The Published Date field is filled in when the knowledge article is in published status. The Retired Date field is filled in when the knowledge article is in expired status. |
Information in the Statistics section is driven from Self Service.
5.Click Save.
The system moves the knowledge article to the draft status. While the knowledge article is in draft status, only the author, owner, or a Knowledge Manager can update the article.
Creating a Knowledge Article from an Email
The ability to create knowledge articles from email depends on whether the administrator has configured the email configuration inbox for the Knowledge business object. The administrator provides templates to support the creation of each type of knowledge article from email.
To create knowledge articles from email, you must have a record in the employee form and you must send the email from the email address that is set up for you in the Primary Email field in your employee record.
1.Create an email using the knowledge email template that matches the type of knowledge article to create. To create multiple knowledge articles from a single email, use the record marker field value set up for the Knowledge business object.
2.Send the email to the email address provided to you for logging knowledge articles in Service Manager. The administrator configures the incoming server address from the Email Configuration workspace.
3.Click Send.
The system moves the knowledge article to the draft status. While the knowledge article is in draft status, only the author, owner, or a Knowledge Manager can update the article. The system notifies you that the knowledge article was submitted.
Updating a Knowledge Article to In Review if You are Not a Knowledge Manager
A knowledge article remains in the draft status until you update it to the in review status.
Only a Knowledge Manager can update the status directly from the Status field of a knowledge article.
Follow this procedure to update an article to the in review status if you are not a Knowledge Manager.
1.Log into the Service Desk Console.
2.Open the Knowledge workspace.
3.Select and open the knowledge article.
4.Click Submit for Review on the toolbar.
5.Click Save.
The system changes the status of the knowledge article to in review and starts the approval workflow. (When the article is in the in review status, you cannot make any changes to the body of the article unless you are a Knowledge Manager. However, you can update some information in the record.)
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