Service Manager

Working with Searchable Attachments for Knowledge Base Articles

•About Adding Attachments That Can Be Searched in the Knowledge Base

•Attaching a Document to a Knowledge Base Article

•Viewing a Document Attached to a Knowledge Base Article

•Removing a Document from a Knowledge Base Article

About Adding Attachments That Can Be Searched in the Knowledge Base

You can attach documents to Knowledge Base articles.  When users search the Knowledge Base, the application also searches all attachments. Service Manager supports the txt, doc, docx, xls, xlsx, and pdf file formats. You can add attachments in other formats but the application does not search them.

Ensure that your Microsoft SQL server is enabled to search PDF files, if you plan to use this feature.

You can only attach one searchable document to a Knowledge Base article at a time. If you attempt to upload another document, the application overwrites the original document with the new document.

Attaching a Document to a Knowledge Base Article

1.Log into the Service Manager Application.

2.Open a Knowledge Base article. See Viewing Knowledge Articles.

3.Click the Details tab.

4.Click Upload next to Add Searchable Document. The application displays the file navigation window.

5.Navigate to a document and click Open. The application uploads the file.

6.Click Save.

Viewing a Document Attached to a Knowledge Base Article

You can view a searchable document within a Knowledge Base article.

1.Log into the Service Manager Application.

2.Open a Knowledge Base article. See Viewing Knowledge Articles.

3.Click the Details tab.

4.Next to Add Searchable Document, click the document title. The application downloads the attachment.

5.Open and view the attachment.

Removing a Document from a Knowledge Base Article

1.Log into the Service Manager Application.

2.Open a Knowledge Base article. See Viewing Knowledge Articles.

3.Click the Details tab.

4.Click the delete icon next to Add Searchable Document. The application removes the attachment from the Knowledge Base article.