Service Manager

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.

A new knowledge form with the name of the template 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: See Step 4.

•About Activity History

•Working with Tasks

•Approving a Knowledge Article

•Knowledge Feedback

•Linking Related Articles to a Knowledge Article

•Managing Incidents

•Working with Problems

•About Creating a Configuration Item

•Working With Attachments and URLs

•Working with Workflow Instances

• About Accessing the Audit History

•About the Related Posts Tab

4.Under the Details tab, enter the following information. 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 console. 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. (See Setting Up 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 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

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.

If you are not a Knowledge Manager:

1.Log in to 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.)