Knowledge Actions
Knowledge actions are enabled only when an incident is resolved or closed. A new article is created in draft status. Select the article and click Go to to open the article, enter other information, then submit it for review.
Action Menu Option |
Action Taken |
Archive Knowledge Article |
Available only to Knowledge Managers. Updates the status of the article to archived.
NOTE: This action is enabled only when the status of the article is published. |
Article Feedback |
Opens the New Article Feedback window. Enter your feedback and click Save. Your feedback is linked to the knowledge article and appears on the Feedback tab. |
Create Assignment |
Creates a task record. |
New Document Article |
Creates a new document in the Knowledge Base with the same summary (title field in knowledge) and description as the incident. The application creates a new article and puts it in draft status. Select the article and click Go to to open it. Enter or modify information and submit it for review. |
New Error Message Article |
Creates a new error message in the Knowledge Base with the same summary (title field in knowledge), description, and resolution as the incident. The application creates a new article and puts it in draft status. Select the article and click Go to to open it. Enter or modify information and submit it for review. |
New Issue and Resolution Article |
Creates a new issue resolution article in the Knowledge Base with the same summary (title field in knowledge), description, and resolution as the incident. The application creates a new article and puts it in draft status. Select the article and click Go to to open it. Enter or modify information and submit it for review. |
New Patch Article |
Creates a new patch article in the Knowledge Base with the same summary (patch name field in knowledge) and description (installation instruction field in knowledge) as the incident. The application creates a new article and puts it in draft status. Select the article and click Go to to open it. Enter or modify information and submit it for review. |
New Q&A Article |
Creates a new Q&A article in the Knowledge Base with the same summary (How do I?/How can I? field in knowledge) and resolution (answer field in knowledge) as the incident. The application creates a new article and puts it in draft status. Select the article and click Go to to open it. Enter or modify information and submit it for review. |
New Reference Article |
Creates a new reference article in the Knowledge Base with the same summary (title field in knowledge) and description as the incident. The application creates a new article and puts it in draft status. Select the article and click Go to to open it. Enter or modify information and submit it for review. |
Post Social Message Associated with Change |
The Post Social Message Associated with Change action in the Incident workspace shares the change on the Social Board. |
Publish Knowledge Article |
Available only to Knowledge Managers. Updates the status to published and fills in the published date field to the current date. |
Submit for Review |
Updates the status of the article to in review, which triggers the approval workflow.
NOTE: This action is enabled only when the status of the article is draft. |