Service Manager

Creating a Record from the Social Board

By default, you can create an incident, knowledge article, problem, release, or change from the Social Board.

Administrators can extend this capability so that users can create other business objects from the Social Board by using the Insert Child Object quick action. This quick action is created for the Social Feed business object from the Quick Actions Center in the Configuration console.

Creating a Knowledge Article from the Social Board

1.Log in to the application and navigate to the Social Board workspace.

2.From any Social Board message, click the Settings drop-down list and choose Create Knowledge Article. The message window is displayed.

3.Select the type of knowledge article:

•Document

•Error Message

•Issue & Resolution

•Patch

•Q & A

•Reference

4.Enter information into the fields.

1.Click Share.

The knowledge article is created in draft status.

Creating a Change, Incident, Problem, or Release Record from the Social Board

1.Log in to the application and navigate to the Social Board workspace.

2.From any Social Board message, click the Settings drop-down list.

3. Chose any of the option - Create Incident, Create Change, Create Problem, or Create Release. The message window appears.

4.Enter information in the fields:

Field	Description
Service	The name of the service. The default is Service Desk.
Category	The name of the category. The default is Service Desk.
Summary	This field is auto-filled from the message. You can modify it as needed.
Description	This field is auto-filled from the message. You can modify it to show a detailed explanation.

5.Click Share.

The system creates the record and displays the record number in the message.

•The incident status is set to active and the priority is set to 5. The incident is assigned to the creator.

•The change status is set to logged and the change type is set to minor.

•The problem status is set to logged and the priority is set to 5.

•The release status is set to draft and the priority is set to 3.

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Document
Category	The document category.
Collection	The document collection.
Title	The document title.
Description	Details about what is being documented.
Error Message
Category	The error category.
Collection	The error collection.
Title	The error title.
Description	A description of what caused the error message.
Resolution	A description of how the error was resolved.
Issue & Resolution
Category	The issue and resolution category.
Collection	The issue and resolution collection.
Title	The title of the issue and resolution.
Description	A description of the error.
Resolution	A description of the resolution.
Patch
Category	The patch category.
Collection	The patch collection.
Patch Name	The name of the patch.
Installation Instruction	The installation details.
Q&A
Category	The Q&A category.
Collection	The Q&A collection.
How do I? How can I?	The question.
Answer	The answer to the question.
Q&A Reference
Category	The Q&A reference category.
Collection	The Q&A reference collection.
Title	The title of the Q&A reference.
Description	A description of the Q&A reference.