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
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.
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. |
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.